Research & Key Findings

DIACC’s research reveals what Canadians really want: control, transparency, and choice. The data shows strong demand for digital trust capabilities—when they’re built with privacy and user empowerment at the center.

What Canadians Want: The Data

91%

Want control over personal data collected by federal and provincial governments

86%

Want control over personal data collected by private organizations

80%

Want a secure and unified digital identity ecosystem

71%

Believe collaboration between public and private sectors is the best approach (up from 65% in 2021)

The Pandemic Effect

COVID-19 Accelerated Digital Expectations

Two-thirds of Canadians feel that the COVID-19 pandemic has made secure, trusted, privacy-enhancing digital identity and verification solutions more critical to help Canadians transact safely online.

This sentiment remained virtually unchanged from 2021 to 2022, suggesting sustained recognition of the importance of digital trust capabilities even as the acute pandemic phase passed.

Current Adoption & Awareness

Digital Wallet Usage is Growing

  • 59% of respondents were familiar with digital wallets in 2022 (up from 54% in 2021)
  • 41% were using digital wallets in 2022 (up from 38% in 2021)
  • Apple Wallet usage increased from 17% in 2021 to 24% in 2022

Key insight: Familiarity and usage are both trending upward, showing growing comfort with digital credential technologies.

Concerns & Priorities

Top Concerns for Canadians

  • Identity theft: A primary concern driving interest in more secure solutions
  • Senior scams: Vulnerability of older Canadians to fraud is top of mind
  • Personal information online: Most Canadians are concerned about their data being available online
  • Data breaches: High-profile incidents continue to erode trust

55%

Already feel the positive impacts of secure, convenient, privacy-enhancing digital services

23%

Remain unsure or apprehensive about the benefits

Who’s Most Interested?

Caregivers Lead Adoption Interest

One notable finding is that caregivers are among the most interested in the benefits and adoption of digital identity to meet their dependents’ needs related to:

  • School records and educational access
  • Health records and medical appointments
  • Managing multiple identities and permissions
  • Secure document sharing with institutions

This demonstrates how digital identity solves real, everyday challenges for people managing complex responsibilities.

 

Public Trust Forum Consensus Points

In 2023, DIACC convened public and private sector leaders, academics, and non-profit organizations for Public Trust Forum sessions. Participants reached consensus on several critical points:

Key Consensus Findings

  • Universal consensus will never exist – and shouldn’t be the goal. Voluntary adoption must be the approach.
  • No strong public call to action exists – partly due to lack of education about what digital trust means and how it benefits people.
  • Effective communication must focus on real-life success stories – practical examples from sectors like aviation and financial services.
  • The term “digital identity” may hinder acceptance – it’s politically charged, while terms like “verify,” “authenticate,” or “credentials” are more easily understood.
  • Data portability and user control are essential – people must control how their information is used and shared.
  • Governments and private sector must work together – to ensure interoperability, privacy, and security of digital trust services.

Trust Varies by Context

Acceptance Depends on Use Case and Experience

Forum participants noted that acceptance of digital trust capabilities varies based on:

  • Existing friction levels: High-friction processes (like air travel security) face low pushback for digital solutions
  • Expectations: Where verification is already expected, digital options are welcomed
  • Demonstrated value: Sectors with visible benefits (financial services) see higher adoption
  • Geographic factors: “Trust is local” – acceptance varies by jurisdiction and cultural context

The Chicken-and-Egg Dynamic

International experience shows: Better experience in digital government services leads to greater trust in government to handle people’s information. Trust and good service delivery reinforce each other.

Examples from New Zealand and Estonia demonstrate that when governments invest in user-friendly, secure digital services, public trust follows.

Privacy Knowledge Gap

Concerned but Not Knowledgeable

While most respondents are concerned about protecting their privacy, they feel only somewhat knowledgeable about the subject.

This presents a significant opportunity for education and awareness campaigns that empower Canadians with practical knowledge about how to protect their data and make informed choices about digital services.

Key Takeaway: The Path is Clear

The research paints a clear picture: Canadians aren’t opposed to digital identity—they’re demanding it be done right. They want:

✓ Control over their personal data
✓ Privacy as a fundamental feature, not an afterthought
✓ Choice to adopt or not, without penalty
✓ Transparency about how their data is used
✓ Collaboration between public and private sectors
✓ Security that protects against growing digital threats

When digital trust capabilities are built on these foundations, adoption follows naturally.