Abstract
Since the beginning of 2020, governments across the globe have been contending with the most serious public crisis in decades. Covid-19 is a complex, transboundary crisis which causes unpredictable changes to society, impacts public service delivery and affects public service performance. While resilience has been implicitly used to describe successful responses to this crisis, it is unclear about the processes that public service organisations undertook to achieve resilient public services. This conceptual article integrates the concept of resilience in crisis management with the public administration and management literature to explore public service organisations’ response strategies to crises and propose four contingent processes for resilient public services.