Recommendations for All Organizations

These five recommendations apply to every organization—public and private, large and small—committed to closing the public trust gap. They represent the foundational actions needed to inform public dialogue and build trust in digital trust and verification solutions.

Don’t Wait for Universal Consensus

Don’t wait for universal public consensus on adopting digital trust capabilities—it will never come. Instead, commit and message clearly that public adoption is voluntary.

Action steps:

  • Accept that some people will never adopt digital identity—and that’s okay
  • Communicate explicitly that individuals may choose to use digital trust services or not
  • Ensure physical alternatives remain available for all services
  • Focus on serving those who want to benefit from digital solutions
  • Design for voluntary adoption from day one

Why this matters: Waiting for everyone to agree means never moving forward. Voluntary adoption respects individual choice while enabling progress.

Invest in Public Education

Make significant public education investments at municipal, provincial, and federal levels, as well as in the private sector, to inform the public about the benefits of well-designed capabilities.

Focus areas for education:

  • Start with easy use cases: Digital parking passes, bus passes, business licenses
  • Use storytelling: Real people, real benefits, tangible results
  • Address pain points: Show how digital trust solves everyday frustrations
  • School integration: Incorporate digital identity literacy into curriculums
  • Multi-level approach: Education from municipal to federal, across all sectors
  • Accessible language: Avoid jargon, use practical examples

Investment areas: Public awareness campaigns, educational materials, demonstration projects, community outreach, school programs, and workforce training.

Rethink Your Terminology

Reduce the temperature by moving public messaging away from the confusing term “digital identity” in certain situations. Terms like “verify,” “authenticate,” and “credential” are more easily understood.

When to use different terms:

  • Public communications: Use “verify” and “authenticate” for general audiences
  • Service descriptions: Focus on what people can do, not technical names
  • Benefits messaging: Emphasize outcomes over technologies
  • Education materials: Use familiar concepts and analogies

Important caveat: DON’T abandon “digital identity” entirely. It’s a recognized profession and globally understood definition. Its use should depend on the audience and situation. Use it in professional, technical, and international contexts.

Critical understanding: There will never be universal consensus on digital trust capabilities—and that’s acceptable. Services should be designed to benefit those who choose to adopt them, while respecting those who don’t.

Emphasize Public Safety Benefits

Communicate the importance for public safety through scenarios where digital services reduce response pressure and help get resources faster to those in need.

Public safety use cases to highlight:

  • Emergency response: Faster access to medical records in crises
  • Disaster relief: Rapid verification for accessing support services
  • Fraud protection: Reducing identity theft and financial scams
  • Vulnerable populations: Protecting seniors from scams
  • Border security: Enhancing security while improving efficiency
  • Child protection: Safer online environments for minors

Learning from experience: Pandemic-related personal safety concerns accelerated demand for modern digital services. Similar urgency exists for other safety scenarios.

Take a Modular Approach

Break transformation down into manageable outcomes rather than trying to boil the ocean with a national or universal strategy.

Modular transformation strategy:

  • Start small: Pilot in specific sectors or regions
  • Show quick wins: Demonstrate value with low-friction use cases
  • Build incrementally: Layer capabilities over time
  • Learn and adapt: Use early feedback to improve
  • Scale what works: Expand successful models gradually
  • Celebrate milestones: Communicate progress and successes

Why modular works: Big-bang transformations face massive resistance and risk. Incremental change builds confidence, demonstrates value, and allows for course correction.

Example approach: Start with a single government service that’s already frustrating for users, implement digital verification, measure satisfaction, share results, then expand to similar services.

Implementing These Recommendations

These five recommendations work together to create conditions for successful digital trust adoption:

  • Accepting voluntary adoption (#1) removes the pressure of universal consensus
  • Education (#2) addresses the knowledge gap that creates hesitancy
  • Better terminology (#3) makes concepts more accessible
  • Safety messaging (#4) connects to real concerns and motivations
  • Modular implementation (#5) demonstrates value and builds momentum

Remember: These aren’t one-time actions but ongoing commitments. Organizations should revisit these recommendations regularly, assess progress, and adjust strategies based on what they learn from implementation.