IGF 2023 Day 0 Event #193 How to build trust in user-centric digital public services

Sunday, 8th October, 2023 (05:45 UTC) - Sunday, 8th October, 2023 (06:45 UTC)
Room C-2

Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH
1. Christopher Newman, Advisor at GIZ, Government, Western European and Others 2. Luiza Ferreira, Advisor at GIZ for the Secretariat of the German-Brazilian Digital Dialogue, Government, Latin American and Caribbean 3. Torge Wolters, Project leader at GIZ for the Global Project Digital Dialogues, Government, Western European and Others 4. Dr Rudolf Gridl, Director-General at the German Federal Ministry for Digital and Transport (BMDV), Government, Western European and Others


1. Dr Rudolf Gridl, Director-General at the German Federal Ministry for Digital and Transport (BMDV), Government, Western European and Others 2. Ms Valeriya Ionan, Deputy Minister at the Ministry of Digital Transformation of Ukraine, Government, Eastern European 3. Ms Luanna Roncaratti, Deputy Secretary of Digital Government at the Brazilian Ministry for Management and Innovation in Public Services, Government, Latin American and Caribbean 4: Ms Thelma Quaye, Director of Digital Infrastructure, Skills and Empowerment a the Smart Africa Secretariat, Intergovernmental Organization, African

Onsite Moderator

Christopher Newman

Online Moderator

Luiza Ferreira


Torge Wolters


10. Reduced Inequalities

Targets: The proposal is closely related to SGDs 9 (Industry, innovation and infrastructure), 10 (Reduced inequalities), 16 (Peace, justice and strong institutions) and 17 (Partnerships for the goals). The use of technology can greatly reduce inequalities by improving public services access for citizens through various channels. In developing countries, such as Brazil, digitalisation enables governments at all levels to provide public services in regions where physical access to administration is limited or nonexistent. In the case of Ukraine, digitalization is an essential tool for the government to continue providing its services, which fosters more resilient and robust public institutions. When public services are digitalised in a user-centric manner, it allows for greater societal participation in decision-making. This ultimately results in more inclusive and transparent policies that strengthen public institutions and enhance citizens' trust in the government. Finally, the session aims to encourage the development of strategic partnerships by allowing policymakers from different countries to exchange information and experiences on the development of accountable, effective, and trustworthy digital public services. These debates can be further advanced within the multistakeholder platform provided by the International Digital Dialogues.


The session will be organised as a roundtable discussion with four speakers from different regions. Each speaker will briefly present their experience and lessons learned, followed by a moderated discussion on the policy questions above. The organizers will engage the audience interactively through a live poll during the opening of the session. The results of this poll will be picked up by the moderator and discussed in the roundtable setting. A Q&A at the end of the session will provide further opportunities for the audience to engage with the speakers. The session will be followed by a networking reception for participants, speakers and organisers, possibly held in a different location. The reception will provide a platform for further engagement, dialogue and cooperation, throughout the IGF conference week and beyond.


Digital public services have the potential to improve service delivery and outcomes, enhance citizen experience and engagement, and foster innovation and collaboration between stakeholders from different sectors. In today’s digital era, citizens expect public services to be user-centric, meaning that people’s needs and convenience are at the centre of attention in design and delivery of the services. To effectively and efficiently address citizens’ needs, these services should be accessible across channels, devices and platforms and continuously improve based on users’ feedback. Governments have the opportunity to create more personalised experiences and enhance service delivery by collecting, combining and leveraging different types of data. At the same time, trust is a critical aspect that underpins the success of user-centric digital public services. Citizens must feel confident that their personal data is handled responsibly and that digital public services are reliable and secure. To ensure this, governments must put in place robust data governance frameworks based on ethical principles that protect privacy and safeguard the responsible use of citizens' personal data. By drawing on the experiences and perspectives of stakeholders from different countries and sectors, this Day 0 session will explore the role of data governance for trustworthy and user-centric digital public services. The debate aims to effectively address the following policy questions: - What makes digital public services trustworthy for users? What are the challenges and concerns regarding the trustworthiness of services and what is the role of data governance? - What are the principles for trustworthy user-centric digital public services? What mechanisms can ensure these principles are applied? The diverse perspectives will enable the participants of the session to identify good practices and can help to develop effective policies for user-centric digital public services. The participants will gain a better understanding of user-centric digital public services and what role data governance can play to enhance trust in these services. Additionally, the audience will learn from the experiences and insights of experts and practitioners from different countries who have been involved in developing trustworthy digital public services. By the end of the session, participants will be able to identify key challenges and opportunities of different approaches for implementing trustworthy and user-centric digital public services. Finally, the expected outcomes of this session are: - The shared lessons on building trust in user-centric digital public services can be used by participants for shaping digital public services in their countries. - The results will be taken up within the International Digital Dialogues for further discussion. The Digital Dialogues are a multi-stakeholder initiative for direct exchange and collaboration between policymakers, businesses, academia and civil society. - The learnings from the session may feed into further discussions on trustworthy digital public services in international cooperation fora (such as G7, G20, Digital Nations, and future IGF sessions).

The on-site moderator will engage both the on-site and online speakers by asking questions and inviting all attendees to contribute to the discussion. The designated online moderator will monitor and moderate the chat and will be in direct contact with the on-site moderator to guarantee that the discussion and Q&A involves both on-site and virtual attendees in a balanced manner. An online polling tool such as Wisembly or Mentimeter will be used to gather input for the session, allowing participants to contribute their perspectives in real-time. During the discussion and Q&A, questions from the online audience posted in the chat will be seamlessly incorporated into the exchange.