As greater volumes of data are generated, stored, and analysed, there are a range of methods public sector institutions can employ to strengthen trust through responsible data collection.

To build technology responsibly, data must be collected responsibly. 

Responsible data collection and handling is transparent and focused on privacy protection. As greater volumes of data are generated, stored, and analysed, there is a greater risk of data mishandling, and data storage breaches or hacks.

A core tenet of responsible data collection is the building and maintenance of trust with people. Consumers need assurance their information is being used properly; they should have confidence their information is secure, and provide consent for its collection, storage, and analysis. This is no simple feat; trust is difficult to build, easy to destroy, and even more challenging to restore. 

The importance of building trust through responsible data practices extends to both the private and public sectors. However, it can be both more challenging and necessary for the state to develop trust with its citizens. As the OECD writes, ‘Trust is the foundation upon which the legitimacy of public institutions is built and is crucial for maintaining social cohesion’. Public institutions exist to serve citizens, and have greater potential to exert power over them than private organizations. Civil servants building data collecting and handling tools should be conscious that with great power comes great responsibility.

Citizens have many reasons to be sceptical of personal data collection and use, as data breaches affecting millions of users have become a common occurrence. Sensitive financial information, passport numbers, and even discreet information from dating platforms have all been the targets of recent hacks. Beyond breaches in data security, personal data can be misused to manipulate individuals and distort economic offerings.

There are a range of methods public sector institutions can use to build and protect citizen trust:

Adopt the Open Government Data Movement: This movement focuses on accountability and transparency of government collected data. Open Government teams focus on increasing the accessibility of government and building civic trust. These initiatives are aligned with open source movement based on a created high quality software whose development and use are guaranteed to be public. 

Prioritise Independent Auditing Agencies to hold Public (and Private) Institutions Accountable: Concentrated power can be dangerous. Establishing independently-appointed offices and agencies to oversee and police data handling guidelines protects the interest of the public. In Canada for example, the Office of the Privacy Commissioner of Canada audits personal information handling practices and acts independently of the public and private sector. It cannot be overstated how important it is for these agencies to operate independently of the government and private sector and avoid regulatory capture in order to maintain integrity and public trust. 

Invest in Privacy-Enhancing Processes: Information collecting systems can be created with a focus on protecting individual privacy at the core. Restructuring processes to prioritise privacy is an investment in greater service delivery and public trust. Privacy by Design, a principle-based framework is an example of systems engineering with privacy at the centre. Privacy by design has been incorporated into the European General Data Protection Regulation (GDPR) and adopted as a globally recognized ISO Standard (ISO 31700, Consumer Protection: Privacy by Design for Consumer Goods and Services). 

While data collection may be a first instinct in developing public sector digital tools, creative solutions that minimise personal information collection can offer alternative approaches that largely avoid aforementioned challenges. In Canada the COVID Alert exposure notification application does not log the user’s name, location or phone contacts. The application uses Bluetooth technology to exchange random codes with nearby phones, and alerts users that have come into contact with individuals who have tested positive for Covid-19 and have alerted the system, keeping their identity anonymous.

Trust in public institutions enables civil servants to deliver high quality services to the public. It is important to continue investing in open government data practices, independent agencies that hold the government accountable, and privacy-enhancing processes. Responsible data handling practices are integral to build and maintain trust in public services.

Trust in public institutions matters. 

Heather Evans