Digital Identity Authentication and Exclusion Risks in Public Services

Abstract

Background: The expansion of policy activity around digital identity has exposed a potential gap between formal design and day-to-day implementation, particularly in relation to exclusion.

Objective: We evaluated the administrative operation of policy concerning digital identity, emphasizing transparency, practical implementation conditions, and exclusion.

Methods: The study surveyed 148 relevant officials, professionals, service users, or regulated actors. Questionnaire items covered implementation quality, capacity, procedural clarity, transparency, and perceived effectiveness; associations with implementation outcomes were assessed descriptively and with multivariable regression.

Results: The final analytic sample for digital identity included 133 respondents. Consistent implementation was reported by 35%, while 21% identified significant capacity or procedural barriers. Organizations with clearer responsibilities, more capable staff, and accessible formal guidance recorded better adjusted implementation outcomes.

Conclusion: The study suggests that variation in outcomes related to digital identity is driven substantially by how institutions organize implementation and oversight. This means that expanding digital identity in public services requires strong implementation controls so that convenience does not come at the expense of access or fairness.

Study design: service-user survey.

Publication history: Originally published in print on 15 June 2023, Volume 3, Article 11. Online abstract record added on 16 September 2026. Full-text PDF will be added when the digital galley is ready.