Why (+ How) Trust Needs To Be The Centre Point In The Government Services Digital Ecosystem

Reading time: 3 mins.

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Trust. It’s the foundation of any successful relationship, interaction, project and goal.?

And yet, it can be so often overlooked when trying to improve consumer happiness, change behaviour and introduce new tools.

How trust is built, and why it’s key in providing government services (and any services) is explored below…

Why don’t we trust digital services as much as we could?

It seems there isn’t a week that passes without news of another data breach, privacy threat or digital identity scandal, often from large companies with seemingly abundant resources and tools at their disposal.

This doesn’t lend itself to having trust from the public when new digital technologies and services are introduced by the government, or public services agencies. After all, if a company can’t protect our basic digital identity, what else might happen?

And this is exactly why trust needs to lead the mission.

How to build trust while building digital services

Advanced security protocols, personalised service delivery and a relentless focus on user experience. And, at Nabooki , we aim to set new standards for what trust in digital government services can look like.?

3 key features of Nabooki's approach include:

• Protecting people’s data: Implementing industry-leading encryption and security measures, making them feel safe and secure in using the service.
• Personalising the experience: Tailoring services to an individual's needs, making them feel special and cared for.
• Designing with care: Ensuring that digital interfaces are not only functional but also user-friendly, making digital services accessible to all, irrespective of their tech-savviness.

How to maintain and sustain trust once we have it

Building trust is a never-ending exercise. Ongoing needs change, so too must the response and the services provided.

3 ways Nabooki maintains trust in all of our projects:

1. Seeking feedback: Regularly checking what works and what doesn’t and then addressing these needs helps to make users feel heard.

2. Being open and honest: Being transparent about how someone's personal data is used and how services work to help them feel part of the solution.?

3. Remaining flexible: Responding to emerging technologies and evolving user expectations, helps users to feel they are accessing the best possible services.

We recognise none of this is easy, but we feel these are critical elements in the journey towards creating a trust-centric digital ecosystem for government services in Australia.

As government agencies and technology partners like Nabooki continue to innovate and prioritise trust, the vision of a digitally empowered public sector that enjoys the full confidence of the people they serve becomes a reality.

What else would you add to our list of trust-building factors when it comes to digitising government services?