Moving Forward Together

“The bottom line is that organizations and governments must prioritize transparency, robust data protection measures, and ethical data usage while actively engaging with the public to address concerns and ensure that digital trust capabilities are developed and implemented to protect and enhance individual privacy and security—and support organizations’ operational needs.”— From DIACC’s Public Trust Forum Report

The Path Forward is Clear

Closing the public trust gap requires sustained collaboration between governments, businesses, civil society, and the public. Organizations must act together and individually to address the diverse interests and legitimate concerns of Canadians.

This isn’t a challenge that any single sector can solve alone. It requires:

Government leadership in setting standards and policy frameworks
Private sector innovation in developing user-friendly solutions
Civil society advocacy for privacy and inclusion
Public engagement in shaping what digital trust looks like

Four Pillars for Success

Continuous Public Engagement

Regular forums and research to understand evolving public perceptions, address emerging concerns, and adapt strategies accordingly.

Reconvene public trust forums at intervals to review progress
Continue public literacy research to track perception evolution
Create feedback mechanisms for ongoing dialogue
Engage diverse communities, not just early adopters
Listen to concerns and adjust approaches based on input

DIACC’s commitment: We will reconvene the Public Trust Forum at intervals to address critical thematic developments and continue research to understand how public perception evolves.

Evidence-Based Communication

Real-life success stories demonstrating how digital trust capabilities improve service delivery across multiple sectors.

Aviation sector: Faster, more secure airport experiences
Financial services: Reduced fraud and streamlined account opening
Healthcare: Secure access to records when and where needed
Education: Portable credentials that follow learners and workers through life
Legal sector: Over 700,000 secure client verifications annually in Canada

Focus on tangible benefits and specific pain points that capabilities alleviate, using stories from real people whose lives improved.

Inclusive Design

People-centred design that prioritizes accessibility, ensures no one is left behind, and provides alternatives for those who choose not to adopt digital solutions.

Design for diverse technical literacy levels
Ensure accessibility for people with disabilities
Support multiple languages and cultural contexts
Maintain physical alternatives for all services
Test with real users in real scenarios
Iterate based on feedback from diverse populations

Critical principle: Digital transformation must work for everyone who chooses to use it, while respecting those who choose not to.

Robust Governance

Clear, understandable rules about where personal data lives, who owns it, and how others use it—backed by strong enforcement mechanisms.

Transparent policies in plain language
Independent oversight and audit capabilities
Rapid breach notification requirements
Meaningful enforcement of privacy protections
User-friendly mechanisms for redress
Public reporting on system performance and incidents

What Success Looks Like

We’ll know we’re succeeding in closing the trust gap when:

✓ People understand what digital trust capabilities are and how they benefit everyday life

✓ Economic benefits materialize as friction decreases

✓ Adoption grows organically as value becomes clear

✓ Privacy concerns are addressed through transparent, accountable systems

✓ Public and private sectors collaborate effectively on standards

✓ Digital trust and verification serve as an optional tool that enhances privacy

✓ Canada leads in ethical, people-centred digital transformation

✓ Citizens feel empowered rather than surveilled

The Opportunity Before Us

Digital trust capabilities are critical to support a secure and inclusive digital economy and society. The research is clear: Canadians want control over their data, they want privacy protection, and they want choice. When we build digital identity systems on these foundations, we’re not imposing change—we’re responding to demand.

The costs of inaction are significant:

Loss of strategic autonomy in the global digital economy
Worsening cybersecurity attacks as systems remain fragmented
Failure to realize substantial economic growth potential
Continued frustration with mediocre digital services
Vulnerability to identity theft and fraud

But the potential benefits of getting it right are transformative: efficient services that save billions, enhanced privacy and security, inclusive access to the digital economy, and a model of digital transformation that puts people first.

“Establishing safe and convenient use of digital identity services means establishing trust. People must have confidence and control over their identity data, and they must have evidence that their privacy, security, and choices are secured.”— Joni Brennan, President, DIACC

DIACC’s Ongoing Commitment

Building Trust Together

DIACC remains committed to:

Advancing the Pan-Canadian Trust Framework as a foundation for trusted digital services
Conducting ongoing research to understand public needs and concerns
Facilitating collaboration between public and private sectors
Educating Canadians about digital trust benefits
Certifying solutions through the PCTF certification program
Representing Canadian interests in international digital identity forums
Advocating for privacy-first, people-centred design

Your Role in Closing the Gap

Whether you’re in government, business, civil society, or simply a Canadian interested in our digital future, you have a role to play:

Leaders: Champion digital trust in your organization and sector
Practitioners: Build solutions with privacy and user control at the center
Policymakers: Create frameworks that enable innovation while protecting rights
Communicators: Share success stories and address concerns honestly
Citizens: Engage in dialogue about what you want from digital services

Join the Movement

Closing the public trust gap isn’t just about technology—it’s about building a digital future that reflects Canadian values of privacy, inclusion, and respect for individual autonomy. Together, we can unlock the economic and societal benefits of digital trust for all Canadians.

“Citizens and residents vocalize their frustrations with services that aren’t modernized, and they’re looking to governments and the private sector to lead the way in the global digital economy collaboratively.”— Giselle D’Paiva, Partner, Government & Public Sector, Deloitte