Public Sector digital services: building citizen trust

There is no denying that the adoption of digital services in the public sector, and related to that, an improved use of data, is now seen as crucial to many of the UK Government’s objectives around better public service delivery: both its effectiveness and its efficiency. The Government Transformation Strategy (see UK Government Transformation Strategy: More steps in the right direction) made clear that without digital as the bedrock of transformational initiatives, very little could be achieved.

In this research note, Georgina O'Toole considers how important it is that the public sector focuses on building trust in digital services and on the Government's handling of data. She also considers the challenges it faces and the possible solutions, arguing that, taking lessons from the private sector, a far more holisitic approach needs to be taken.

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