Highlights
Very significant effects on health and well-being from the COVID-19 virus and the associated lockdown.
As of July 19th, 1,753 people have died and 25,766 have tested positive with the virus.
Raid growth in new cases and deaths in the first six weeks of the pandemic.
Subsequent fall in cases and deaths until late July.
Generally a very high level of compliance with public health measures.
Background
Digital Contact Tracing is seen as a key tool in reducing the propagation of Covid-19. But it requires high uptake and continued participation across the population to be effective. To achieve sufficient uptake/participation, health authorities should address, and thus be aware of, user concerns.
Aim
This work manually analyzes user reviews of the Irish Heath Service Executive’s (HSE) Contact Tracker app, to identify user concerns and to lay the foundations for subsequent, large-scale, automated analyses of reviews. While this might seem tightly scoped to the Irish context, the HSE app provides the basis for apps in many jurisdictions in the USA and Europe.
Methods
Manual analysis of (1287) user reviews from the Google/Apple playstores was performed, to identify the aspects of the app that users focused on, and the positive/negative sentiment expressed.
Results
The findings suggest a largely positive sentiment towards the app, and that users thought it handled data protection and transparency aspects well. But feedback suggests that users would appreciate more targeted feedback on the incidence of the virus, and facilities for more proactive engagement, like notifications that prompt users to submit their health status daily. Finally, the analysis suggests that the “android battery” issue and the backward-compatibility issue with iPhones seriously impacted retention/uptake of the app respectively.
Conclusion
The HSE have responded to the public’s desire for targeted feedback in newer versions, but should consider increasing the app’s proactive engagement. The results suggest they should also raise the backward compatibility issue, regarding older iPhones, with Apple.
This is a working paper and (ho author would welcome any comments on Ihc present text. Citations should refer to an unpublished manuscript, mentioning the author and the dale of issuance by the International Monetary Fund. The views expressed are those ot the author and do not necessarily represent those of the Fund.
Digital Contact Tracing (DCT) is seen as a key tool in reducing the propagation of viruses such as Covid-19, but it requires uptake and participation in the technology across a large proportion of the population to be effective. While we observe the pervasive uptake of mobile device usage across our society, the installation and usage of contact tracing apps developed by governments and health services globally have faced difficulties. These difficulties range across the user-populations’ issues with the installation of the apps, us-ability and comprehension challenges, trust in the efficacy of the technology, performance issues such as the effect on battery life, and concerns about data protection and privacy. In this work, we present our findings from a comprehensive review of the online user feedback relating to the initial release of the HSE Contact Tracker app, in an effort to inform later iterations and thus help sustain and potentially increase usage of the technology. While this might seem quite tightly scoped to the Irish context only, this app provides the basis for apps in many jurisdictions in the United States and Europe. Our findings suggest a largely positive sentiment towards the app, and that users thought it handled data protection and transparency aspects well. But feedback also suggested that users would appreciate more targeted feedback,more proactive engagement and also suggested that both the ‘android-battery’ issue and the backward-compatibility issue with iPhones seriously impacted retention/uptake of the app respectively.
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