Digital Identity Wallet Adoption in Public Service Delivery

Abstract

Background: Questions surrounding digital identity wallet are administrative as well as legal because institutional practice can influence public services, consistency, and accountability.

Objective: Our objective was to determine how institutional arrangements concerning digital identity wallet influenced implementation consistency and outcomes related to public services.

Methods: The study surveyed 173 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 wallet included 172 respondents. Consistent implementation was reported by 64%, while 27% identified significant capacity or procedural barriers. Organizations with clearer responsibilities, more capable staff, and accessible formal guidance recorded better adjusted implementation outcomes.

Conclusion: Implementation conditions appear decisive for the effectiveness of policy relating to digital identity wallet. Accordingly, 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: citizen adoption survey.

Publication history: Originally published in print on 15 June 2024, Volume 4, Article 7. Online abstract record added on 16 September 2026. Full-text PDF will be added when the digital galley is ready.