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Description

Digital Trust: Understanding the Issues, Identifying Risks and Reassuring Service Users

Clarify what digital trust actually covers and the conditions that make it tangible for service users

  • 0.5 days — 3.5 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

Digital trust is invoked in every public service project without its content ever being specified. The term covers very different subjects: data protection, system security, verified identity and transparency of automated processing. Yet the user who hesitates before completing an online procedure expects concrete answers.

This three-and-a-half-hour session unpacks the concept and translates it into actionable levers. It distinguishes what belongs to technology, to organisation and to communication, and shows how these three registers reinforce or contradict one another.

Learning objectives

  • Define the components of digital trust
  • Distinguish technical, organisational and relational levers
  • Identify the situations that cause service users to lose trust
  • Explain automated processing in accessible language
  • Formulate verifiable commitments to service users

What makes this programme different

The concept is broken down into concrete levers applicable to a single service
Real situations of user mistrust are analysed during the session
An explanatory message intended for service users is drafted collectively

Programme

1What Are We Actually Talking About

Breaking down an overly broad concept

  • Components of trust in a digital service
  • User expectations according to the procedures concerned
  • Security, data protection and verified identity
  • The place of transparency in automated processing

2What Erodes Trust

Spotting breakdowns in the user journey

  • Security incidents and the management of related communication
  • Automated decisions perceived as unexplainable
  • Data collection judged disproportionate
  • Absence of an identifiable human point of recourse

3Building Commitments You Can Keep

Saying what you do and proving it

  • Formulating commitments that users can verify
  • Accessible explanation of an automated processing operation
  • Organising recourse and mediation
  • Involving front-office staff in the approach

Who is it for

Public sector officers and managers, digital transformation leads, communication officers and managers responsible for online service projects.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.