1. Building trust in public sectors ict
Dr. Katherine w. Getao, EBS
Isaca annual conference, diani reef hotel, 13 april 2018
© Katherine W. Getao 2018

2. outline Trust in ICTs Trust in Public Sector ICTs
A trust building programme for Public Sector ICTs
Conclusion and Way Forward
© Katherine W. Getao 2018

3. Trust but verify! Trust is the new air.
If you don’t have trust inside your company, then you can’t transfer it to your customers…
Roger Staubach
Computing is not about computers any more. It is about living.
Nicholas Negroponte
It takes 20 years to build a reputation and only 5 minutes to ruin it.
Warren Buffet
Trust but verify!
Ronald Reagan
Trust is the new air.
Katherine Getao
© Katherine W. Getao 201

4. Definition of trust
A firm belief in the reliability, truth, or ability of someone or something. ‘Relations have to be built on trust.’
Oxford Dictionary
© Katherine W. Getao 2018

5. TRUST ANALYSIS Reasons for lack of trust in ICTs
Technical Trust Systems
Social Trust Systems
© Katherine W. Getao 2018

6. Reasons for lack of trust in ictsNo
Type
Example 1
Cultural mistrust
e.g. Religious “666” 2
Institutional integrity
e.g. The ‘Government’ is listening to my phonecalls.
The system was procured corruptly and is not aligned with the required specifications. 3.
Quality shortfalls.
e.g. Are Government ICT systems modern? Maintained and updated? Administered by competent employees? Secure? Robust? 4
Usability
Are users empowered and facilitated to use systems comfortably? 5
Value
Inappropriate ICTs, overpriced ICT.
© Katherine W. Getao 2018

7. Technical trust TECHNICAL USER Legal framework Legal regime
System purpose
Objectives, brand promise, functionality, business model
User Interface
Usability, data capture
Registration
Transaction integrity
Processing
Processing integrity
Data
Data integrity
Communication
Data Communication integrity
TECHNICAL
Legal framework
Standards and QA method
Development methodology
Professional & institutional
capacity
Transparency and facility of
checking
USER
Legal regime
Operational regime
(acquisition +)
Supply chain / sharing policy
Cost-effectiveness
Self – disclosure
Independent certifying authority
Client evaluation
© Katherine W. Getao 2018

8. Relational Rating Approval Social trust Brand Endorsement Connoisseur
Crowd-sourced
Approval
Group of experts
Institution
TECHNICAL
Standards
Expertise
Reputation
USER
Points
Descriptive
Emotive
Societies
Bureaus
Portals
© Katherine W. Getao 2018

9. Trusted public sector icts
Persons
Land & infrastructure
Assets…
Registration
Licensing
Transfers
Voting…
Services
Documents
Information …
Validity checks
Concerns
Complaints
Feedback
© Katherine W. Getao 2018

10. Social Trust-building programme
Transparency
Equity
Accessibility
Monitor and report KPIs
Use and display social trust indicators
Participatory approach to the development of ICTs
Systems provide equal access for all
Access to infrastructure, equipment and bandwidth
Usability of applications (UID, Language +)
© Katherine W. Getao 2018

11. technical Trust-building programme
Quality-assured
Robust
Legal
Technical QA policy enforced
Transparent reporting
QoS defined
SLAs maintained
Adequate legal and policy frameworks for local and foreign technology (Africa?)
Transparent reporting by independent bodies
© Katherine W. Getao 2018

12. Conclusion and way forward
ICTS can be helped or hampered by trust issues
Trust is critical for the success of public sector ICTs
Both technical and social trust are important
The Government of Kenya shall put trust in the agenda of public sector ICTs – the current drive to rationalization ICT procurement is a step in the right direction!
© Katherine W. Getao 2016

13. Thank you for your attention
© Katherine W. Getao 2018