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RESEARCH, ANALYSIS & TRENDS

Half of global citizens risk missing out on

governments' digital services boom due

to privacy concerns, EY survey warns

Governments pushing ahead with increased be shared. Almost three-quarters of respondents (72%)
online services run the risk of alienating large are opposed to governments selling their personal data
numbers of their citizens due to concerns to a private sector company, even where the objective
around data privacy, according to How can is to fund better public services or tax cuts.
digital government connect citizens without Arnauld Bertrand, EY Global Government & Public
leaving the disconnected behind? a new EY Sector Consulting Leader, says: "The survey findings
survey. Conducted by Ipsos MORI, the survey should be a wake-up call for governments across the
further reveals a roadmap for governments world. The benefits of a more digital state, including
attempting to deal with the increased digitization increased efficiency, better value for taxpayers and bet-
of services brought on by the COVID-19 ter quality of service for citizens, will be significantly
pandemic. reduced if large segments of the population aren't con-
vinced of them and are at risk of disengaging from in-
Over the past year, the pandemic has increased the
need for governments to offer more services remotely, creasingly digitized public services. Many individuals
and in some cases, they have been delivered entirely could potentially be alienated, which could quickly be-
online. This has resulted in the generation of much larg- come a dangerous problem for citizens, governments,
er volumes of citizens' data which is then collected by and society as a whole."
governments. Yet, more than half (53%) of respondents
say that privacy and security risks around how their Technological optimism tempered by mis-
data is shared outweigh the benefits. Forty-six per cent trust
think data should not be shared between the public and
private sector, with only 29% saying that it should be While the survey reflects optimism that technology im-
shared; and 41% think data should not be shared within proves quality of life (according to 72% of respond-
the public sector, while only 33% believe that it should ents), there are significant concerns about its broader
impact. Many believe that increased use of technology

March 2021: Data Privacy & Ethics in Marketing 11