How to build trust in user-centric digital public services | IGF 2023 Day 0 Event #193

Knowledge Graph of Debate

Session report

Audience

The analysis examines the incorporation of artificial intelligence (AI) and digital services in government decision-making processes, providing a comprehensive overview. One key aspect highlighted is the significance of human intervention in AI-driven systems to foster trust among citizens. AI has the potential to enhance the efficiency of government systems, which are rule-based and easily automated. However, human involvement is essential to address potential biases or errors introduced by AI.

The analysis also addresses concerns regarding the exclusion of non-citizens, migrants, and workers from other countries in digital public services. This exclusion may result from the lack of personal identifiers, such as an Aadhaar number in India, which can limit access. To avoid exacerbating existing inequalities, it emphasizes the importance of inclusivity in the development and implementation of digital services.

Furthermore, the analysis raises a crucial concern about digital sovereignty in the context of cloud computing. It notes that many governmental services are shifting to the cloud, and most countries rely on foreign cloud infrastructures. This dependence raises concerns about data breaches, loss of control, and vulnerability to foreign interference. The analysis advocates for caution in heavily relying on foreign cloud infrastructures and calls for strategies to ensure digital sovereignty in the age of cloud computing.

Privacy and data security are also significant considerations in AI implementation. The analysis highlights the need to prevent AI from disclosing critical information gathered and analyzed from the cloud or internet. It emphasizes implementing measures to limit what AI publicly discloses and exercising caution in determining AI’s access to data to protect sensitive information and maintain privacy.

In summary, the analysis emphasizes the need for careful consideration when implementing AI and digital services in government decision-making processes. It argues for human intervention to build trust, inclusivity in digital services, concerns about digital sovereignty in cloud computing, and securing critical information from AI disclosure. These points promote responsible and mindful adoption of AI and digital technologies in the public sector, creating a more equitable, sovereign, and secure environment.

Gautham Ravichander

Building trust in digital government is a significant challenge that hinges on the delivery of reliable, transparent services that work consistently. To foster trust, efficient service delivery, transparency, and data privacy are key factors. Timeliness and clarity in service provision play a crucial role in increasing trust. Providing granular information to citizens is also important, as it empowers them and enhances transparency. Additionally, reforming processes and minimizing data collection help build trust by adhering to the principle of purpose limitation.

Furthermore, trust in digital government can be strengthened by prioritising the trustworthiness of Artificial Intelligence (AI) systems over their efficiency. While rule-bound AI systems are more easily translated into algorithms, the presence of human involvement remains important for the comfort of both citizens and government employees. Ensuring that humans are part of the decision-making loop helps instill trust in the AI systems. This highlights the necessity of human oversight and accountability when employing AI in government operations.

Cloud computing is recognised as a cost-effective and efficient solution for managing large data and resources compared to maintaining physical servers. Countries like India and Germany have adopted similar approaches to cloud computing, recognizing the benefits it offers. The costs associated with maintaining physical infrastructure often outweigh the expenses of utilizing cloud services. Therefore, embracing cloud computing can lead to better resource management and cost savings for governments.

In terms of cybersecurity, breaches in government systems are frequently the result of poor communication and lack of training, rather than sophisticated hacking activities. Approximately 50% of breaches occur due to accidental information release, highlighting the importance of effective communication and comprehensive training programs to minimize such incidents. Addressing these issues can help governments strengthen their cybersecurity protocols and protect sensitive data more effectively.

In conclusion, building trust in digital government necessitates the delivery of reliable and transparent services, as well as an emphasis on data privacy. The integration of physical and digital interactions, known as ‘phygital’, is crucial for the success of digital government globally. Additionally, prioritising the trustworthiness of AI systems and embracing cloud computing can contribute to more efficient and cost-effective government operations. Effective communication and robust training programs are also vital to mitigate cybersecurity breaches and protect sensitive information. By addressing these key areas, governments can foster trust and confidence among citizens in their digital services and operations.

Sascha Michael Nies

The panel discussed the significance of cybersecurity in establishing trust in digital government services. They explored various aspects such as user-friendliness, ease of access, and reliability. The unanimous agreement was that cybersecurity plays a crucial role in fostering trust in these services.

The panel stressed that user-friendliness alone is insufficient to instill confidence in digital government services. While a user-friendly interface is important and enhances the overall user experience, it is equally important to ensure the platform’s security against cyber threats. Without strong cybersecurity measures, users may hesitate to engage with these services, despite their user-friendly nature.

Additionally, the ease of access to digital government services is closely linked to cybersecurity. Users must have assurance that their personal information and data are protected when accessing these services. The panel highlighted that a cybersecurity breach can not only compromise user data but also erode trust in these services, leading to a decrease in willingness to participate.

The panel also discussed the reliability of digital government services in relation to cybersecurity. Users need to trust that these services are dependable and their data will remain secure. A robust cybersecurity framework ensures the integrity and availability of these services, mitigating potential threats or disruptions. Without a reliable system in place, users may be discouraged from utilizing digital government services and may revert to traditional methods.

In conclusion, the panel unanimously agreed that cybersecurity is a critical component of digital government services and a key factor in establishing trust. It encompasses factors such as user-friendliness, ease of access, and reliability. Strong cybersecurity measures are essential for fostering confidence, protecting user data, and maintaining the integrity of digital government services.

Moderator – Christopher Newman

The analysis provides a comprehensive overview of three key aspects of digital government strategies. Firstly, in Brazil, inclusion and accessibility are given utmost importance. The government has actively sought the feedback of over 3,000 individuals to promote these objectives. This commitment to inclusivity is further bolstered through the encouragement of effective communication and the use of user-friendly design systems by public administrations. By prioritising these measures, the Brazilian digital government strategy aims to ensure that all citizens can engage with and benefit from government services.

The second point revolves around the need to build trust in the application of artificial intelligence (AI) within public administration. As AI technology becomes more prevalent, citizens may find themselves faced with decisions that are made by an AI. Therefore, establishing trust in the use of AI is crucial. The analysis suggests that this trust can be cultivated by focusing on transparency and open communication. Public administrations must clearly communicate how AI is being used and ensure that there is a clear understanding of how decisions are made. By doing so, trust can be fostered, ensuring that citizens have confidence in the use of AI within public administration.

The third important aspect emphasized in the analysis is the significance of clear communication about data usage. The acceptance of citizens is vital in this regard. When acquiring data from citizens, it is essential to communicate how that data will be used. This transparency not only helps in building trust but also promotes openness and accountability. By clearly articulating data usage policies, governments can establish a sense of transparency, which is crucial for fostering trust among citizens.

Overall, the analysis underscores the critical role of inclusion, trust in AI, and clear communication in digital government strategies. By prioritising these factors, governments can create more inclusive and accessible systems, build trust in the use of AI, and establish transparency and accountability when it comes to data usage. These measures are crucial for ensuring that digital government strategies effectively serve the needs and interests of all citizens.

Rudolf Gridl

Digital services that are user-friendly and reliable are essential in building trust among users. Services need to be convenient, effective, and accessible at any time and anywhere. Research has shown that if services are not user-friendly, people will not use them, even if they are secure and data-protective. Striking a balance between user-friendliness and data protection/security is crucial. While user-friendly and customer experience can sometimes compromise data protection and security, there must be a trade-off between these aspects to foster trust and encourage the use of digital government services.

Robust data governance frameworks are vital in building trust in digital public services. In the case of Germany, data protection is taken seriously, with a long-standing tradition of protecting personal information. The country even features a constitutional right for informational self-determination. Interestingly, trust in commercial entities is often higher compared to trust in the state when it comes to data protection. This highlights the importance of having strong data governance measures in place to ensure transparency and accountability in handling personal data.

However, data protection concerns can hinder the implementation of digital services. For instance, the introduction of a digitally exclusive nationwide public transport ticket in Germany faced controversy due to data protection concerns. This emphasizes the importance of addressing these concerns and developing solutions that address the privacy and security of users’ data.

Despite these concerns, once citizens experience the convenience and benefits of digital services, they tend to accept and appreciate them. This was seen in the case of the digitally exclusive public ticket service, which was widely received positively by citizens for its convenience. This highlights the need for effective communication and education campaigns to address any initial apprehensions and build trust in digital services.

Involving civil servants in the AI-driven process is crucial for a holistic AI-driven government. By empowering civil servants and ensuring they are part of the decision-making process, governments can better incorporate AI technologies while maintaining human oversight and accountability. This helps build trust and confidence in the use of AI in public administration.

The German Government is actively working on a solution for cloud and cybersecurity. They are pursuing a two-track approach, which involves building the federal German cloud and modifying international cloud systems to act as sovereign clouds for Germany. The goal is to create a user-friendly and highly protected system that meets the country’s cybersecurity needs.

Overall, user-friendly and reliable digital services, along with robust data governance frameworks and effective cybersecurity measures, are essential for building trust in digital government services. Striking a balance between user-friendliness and data protection/security, involving civil servants in the decision-making process, and effectively communicating the benefits of digital services are crucial steps towards fostering trust and acceptance among users.

Valeriya Ionan

The analysis focuses on the topics of trust and digital transformation. Trust is described as the confidence in the actions of stakeholders, specifically the appropriateness of their actions without the need for constant confirmation. Institutional trust is highlighted as being of great importance.

Security is identified as a fundamental requirement for trust. The report then goes on to discuss the digital transformation efforts in Ukraine. It is mentioned that Ukraine is the first country to have digital passports that are completely equivalent to traditional paper or plastic passports. This achievement is seen as a major milestone in the world of digital transformation.

The analysis draws attention to the Diya app, which has been widely embraced by Ukrainians. The app offers a range of services, including document storage, fine and tax payments, and has become a trusted solution for millions of users. This has significantly contributed to public trust in digital services.

The Diya ecosystem is highlighted as a comprehensive platform that encompasses multiple aspects of public services, such as business registration, IT industry support, SME development, and education. It is evident that the Ukrainian government has invested heavily in creating a robust digital infrastructure to support its citizens and promote digital transformation.

The report emphasizes the importance of maintaining continuous communication with citizens about the benefits and significance of digital transformation. It is crucial for the government to involve citizens in the development of new services and to regularly communicate the advantages of digital transformation, including its role in promoting transparency and fighting corruption.

The analysis also highlights international cooperation on AI regulation, which is expected to simplify collaboration with European partners and attract investments. Ukraine is set to assess the impact of technology on human rights and sign voluntary codes of conduct for AI, demonstrating its commitment to responsible AI development.

Data privacy and security are identified as key concerns during the digital transformation process. The DEA system in Ukraine is praised for its approach of connecting directly to highly secure state registers without storing personal data. Regular communication from the government to citizens about digital transformation and privacy is considered crucial.

Digital literacy and accessibility are other important factors discussed in the analysis. The report stresses the need for digital literacy programs to be accessible to everyone, including those without gadgets or internet access, as well as elderly individuals. Digital hubs have been created in Ukraine to facilitate digital literacy efforts.

Offline centres for public services are still available in Ukraine, catering to those who prefer not to use digital services. This is seen as an important consideration to ensure inclusivity and cater to a diverse range of user preferences.

Overall, the analysis highlights the importance of trust in the context of digital transformation and underscores the efforts made by Ukraine to foster public trust in digital services. It also underscores the need for continuous communication, collaboration, and a strong focus on security and privacy to ensure the successful implementation of digital transformation efforts.

Luanna Roncaratti

In Brazil, the biggest challenge in public service delivery is the existing siloed and fragmented model. This traditional bureaucratic model, based on how the government is organised rather than what people deserve and demand, hinders the efficient provision of services. The overall sentiment towards this issue is negative.

To address this challenge, the country has been investing in centralised tools and platforms to move towards a whole-of-government approach. This positive development aims to integrate thousands of services by leveraging a single-window portal called GovBR and the National Digital ID. The interoperability platform, however, requires further work to fully achieve its objectives. The sentiment towards this argument is positive.

Brazil’s digital government strategy is built on international experiences and recommendations from the OECD. It focuses on citizen-centricity, aiming to provide an easy and simple way for citizens to interact with the government. Extensive user research has been conducted, with over 150 projects and feedback from more than 3,000 people. This research has helped in the development of initiatives and solutions. The sentiment towards this argument is also positive.

Another important aspect highlighted is the need for plain and simple language in digital tools. Many difficulties faced by people are related to communication rather than technological tools. By improving communication through clear and understandable language, the overall experience can be enhanced. The sentiment towards this argument is positive.

Brazil has demonstrated its commitment to digital inclusion and accessibility through various initiatives. For example, an automatic translation tool for sign language called Vilibras has been introduced, making over 100,000 translations daily on Brazilian governmental web pages. Additionally, a design system has been defined for visual communication, offering a unique experience. A quality lab and model for digital services improvement and evolution have also been launched. Furthermore, an API for user feedback and satisfaction assessment is provided. The sentiment towards this argument is positive.

In the context of AI usage, it is crucial to prioritise transparency to build trust. Users should be informed when AI is being used and how it is working. This transparency helps prevent potential biases and discrimination. The sentiment towards this argument is positive.

However, the analysis also highlights the potential risks related to AI decisions. Cultural information embedded in AI algorithms can lead to discrimination, biases, and prejudice. To address this, users affected by the decisions should have the right to request a review of the provided solution. The sentiment towards this argument is negative.

Data protection and the secure construction of AI systems are also important concerns. AI learning can make data more attractive to hackers and susceptible to data leaks. To mitigate these risks, secure and robust AI systems must be built. The sentiment towards this argument is neutral.

Effective governance plays a crucial role in responsible AI usage. Risk analysis, constant algorithm reviews, and data quality analysis are essential actions to prevent problems related to AI and data misuse. The sentiment towards this argument is positive.

Ensuring data interoperability while maintaining its security is another noteworthy observation. Luanna Roncaratti’s organisation focuses on preparing and strengthening the resilience and capacity of different public institutions to protect their data. Instead of storing data, the organisation aims to make different data sets interoperable. The sentiment towards this argument is neutral.

Lastly, Luanna Roncaratti advocates for providing physical responses to people demanding public services, even without any documents. As an example, Brazil’s public health system offers services to any person arriving without any documents. This approach emphasises the importance of inclusivity and access to public services. The sentiment towards this argument is positive.

In conclusion, Brazil’s public service delivery faces challenges due to a siloed and fragmented model. However, efforts are being made to overcome these challenges by investing in centralised tools and platforms, conducting user research, prioritising citizen-centricity, improving communication, and promoting digital inclusion and accessibility. Transparency, responsible AI usage, and data protection are important considerations in the country’s digital governance strategy. Additionally, offering physical responses to people demanding public services without any documents underscores the commitment to inclusivity. These efforts collectively aim to enhance public service delivery and meet the needs and expectations of the people in Brazil.

Speakers