As governments look to build trust through experiences, protecting and securing people’s personal information has to be a priority.
Not surprisingly, people’s concerns about the security of their personal information influence their views of public service experiences—and their confidence in these interactions. Many are concerned about agencies’ ability to secure their personal information and use it appropriately.
This skepticism reveals a troubling confidence gap. It’s fair to assume that most people intuitively understand there are very real threats to government assets, websites and infrastructure given the world we live in. Closing this confidence gap is key to making people feel more comfortable accessing public services.