Trust in the Unknown: Bridging Socio-Technical Gaps in the Trustworthiness of Emerging Electronic Identification Systems

Abstract

This paper analyzes stakeholders’ understanding of an electronic identification (e-ID) system based on artificial intelligence and distributed ledger technology. We address the question "How is the trustworthiness of a novel information system for e-ID influenced by the stakeholders’ understanding of its base technologies?". Our findings are based on a qualitative analysis of a questionnaire and interviews with stakeholders from a system development project focused on e-ID for online public services. We found that current e-ID systems have good usability but lack dialog and feedback mechanisms, whereas technical robustness and data protection are deemed essential attributes of emerging solutions. We identified four profiles of prospective users according to variations of trust in the new e-ID system. These findings suggest the need for greater transparency to facilitate the adoption of nascent digital identity solutions.