Data security concerns affect public confidence in government services

Addressing the issue should be beyond technology and involve workforce training.

A new report by Accenture stated that people's concerns over the security of their personal information impact their views and confidence in public service experiences. Protecting and securing personal information must become a priority as governments aim to build trust through experiences.

According to the report, 53% of people are comfortable sharing more data with agencies if it means more efficient and convenient service delivery. However, only 49% of people are confident that agencies are using data for what they say. Additionally, only 33% of public servants claim to receive cyber and data security training.

"This scepticism 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," the report said.

The report stresses that addressing the data security issue goes beyond technology and is also a critical training issue for the agency workforce. While employee learning cannot change public confidence, it can help prevent future breaches that may further erode public trust.

Training approaches should go beyond regulatory requirements and incorporate engaging content and human-centred learning models since human fallibility is every organization's most significant security risk.

"Agencies that deliver secure experiences are creating a strong foundation for trust that can ultimately influence how individuals view government," the report added.