TIMES of crisis often expose weaknesses in the system, which go on to shape the public’s attitudes and responses to hardship.

As Malaysia prepares for the “new normal”, gaps in the delivery system have become more obvious than ever, as they are visible vectors for an invisible threat.

Online services are an important part of this new normal, whether to have food and other essentials delivered to our doorstep, or to disseminate accurate information quickly, or to obtain feedback, such as tracking apps designed overnight to stem the spread of Covid-19.

The high cost of mobile devices, and a lack of infrastructure and user-friendly design are among the key reasons e-services are unable to penetrate certain demographics, such as the elderly, migrant workers and low-income earners. Unfortunately, these groups are also the most vulnerable to the coronavirus.

Senior citizens tend to rely on their children or younger relatives to access online services. Besides line dancing and tai chi, elected representatives should also offer classes on mobile phone use, tailored to the technology-shy. They can sway older folk by offering freebies and announcing community events via WhatsApp or Telegram.

The poor usually use low-end phones and buy cheaper data packages with slower speeds, making access to information slow, in turn causing frustration. For the B40, a monthly commitment of RM30 to RM40 to stay connected is no small sum. The cash can go towards more pressing needs, such as nappies, food or tuition fees.

A solution would be to encourage donations of older mobile devices, perhaps with a tax exemption, as with older network equipment by telecommunications companies. In the 5G race, we cannot leave large segments of society behind or risk widening the technological divide.

It is harder to bridge the income gap, so the technology gap should be looked at first. It could be a viable economic engine to help lower the poverty rate.

Migrant workers, especially those who are here illegally, may find it difficult to access e-services due to the requirement for identification documents.

There is an urgent need for the relevant ministries to study the matter, not only in view of the virus crisis, but also for other emergencies, such as natural disasters, and the general roll-out of technology.

Also, the handling of foreign workers, both legal and illegal, must be immediately addressed. The law should always be tempered with compassion. Otherwise, we risk losing our sense of humanity.

Instead of rounding up only these workers, the companies that hire them, the contractors who employ these firms, the owners of these contractors and their clients, too, should face the music. Like how parents are held responsible for their child’s delinquency, the same must apply to people who exploit hapless workers and the system to obtain cheap labour and big profits.

It is clear that such shortcuts come at a price, and this includes Malaysian lives.

We are fortunate to be spared the brunt of the pandemic and have thankfully been able to flatten the curve somewhat. But we should be prepared for the future and fill all the gaps, not just in healthcare, but the peripheral services as well.  – May 13, 2020.

* Emmanuel Joseph firmly believes that Klang is the best place on Earth, and that motivated people can do far more good than any leader with motive.

* This is the opinion of the writer or publication and does not necessarily represent the views of The Malaysian Insight. Article may be edited for brevity and clarity.