Abstract
Background. The COVID-19 pandemic, as a global crisis, has had profound impacts on all aspects of social and economic life. In this context, official document registration offices, as part of Iran’s legal system, have faced unprecedented challenges. This research examines the role of official document registration offices in maintaining and strengthening public trust during the pandemic, with an emphasis on how these offices can act as key institutions in consolidating social and legal foundations.
Methods. This study was conducted using qualitative methods and contractual content analysis, focusing on the experiences of clients during the COVID-19 pandemic in the cities of Tehran and Tabriz. Data were collected through in-depth interviews and field observations and were carefully examined using thematic analysis techniques.
Results. During the pandemic, official document registration offices faced numerous issues, including an increased need for digital services, changes in communication patterns with clients, and the need for precautionary health measures. These conditions, in turn, have impacted public trust in these institutions and highlighted the necessity for a review of existing laws, regulations, approaches, and processes.
Conclusion. This research emphasizes that official document registration offices must undergo structural and procedural reforms to preserve and enhance public trust, especially in crisis situations like the COVID-19 pandemic. This includes the development of digital services, improvement of communications and interactions with clients, and increased transparency and accountability.