Trust in Digital Government
Denmark is one of the most digital countries in the world and at the same time, one of the countries with the highest level of trust in public authorities. Citizen’s trust in public digital services is an important measurement for how citizens experience digital government.
Digital public services play a major role in the relationship between citizens and digital government. Today, many citizens primarily meet the public sector through digital services. Through these services, citizens are able to e.g. register a new address, get a digital driver’s license, see their medical results, order a new passport etc.
In the digital government, citizens need to trust that e.g. public digital services are working, that mail from the public sector arrives on time and that data is handled safely, and used for an appropriate purpose.
Trust in digital government is based on citizens’ digital competences, citizens’ view of authorities and their experience with public digital services.
Therefore, it is essential, that public authorities demonstrate, that they are capable of providing high quality digital services and the necessary support for citizens.
Analysis on trust in digital government
In both 2021 and 2022, the Agency for Digital Government completed an extensive analysis on The Danish population’s experience with and trust in the digital public sector. The publications analysed the difference in trust levels across population groups and the correlation between trust and those, who have difficulty navigating the digital public sector.
The Agency for Digital Government finds it important to understand the population’s digital encounters with the public sector, in order to gain insight into how citizens’ trust is affected by public digital services. This is essential in order to provide high quality and secure services and give the right help to those, who find it difficult to be in contact with the public sector digitally.