Navigating through turmoil: Trust and resilience in the face of adversity
In the midst of the ongoing COVID-19 pandemic, the development and implementation of technology solutions, such as the NHS contact tracing app, have become crucial in managing the crisis. A recent online deliberation project, titled "Confidence in a crisis? Building public trust in a contact tracing app," was conducted by Traverse, Involve, and Bang the Table during May and June 2020. The project brought together 28 participants from various backgrounds for a deliberative discussion on the use of COVID-19 related technologies for transitioning out of lockdown.
The core question posed to the cohort was: "Under what circumstances do citizens think that technological solutions like the COVID-19 contact tracing app are appropriate?" The project took place at a unique moment, opening as the Government announced the trial of a contact tracing app on the Isle of Wight, running across the 'Barnard Castle' visit, and concluding as the death of George Floyd sparked global protests against racial injustice and evidence emerged of the disproportionate impact of the virus on Black, Asian, and minority ethnic communities.
Over three weeks, participants assessed evidence, debated, and deliberated on the requirements that would make a Government contact tracing app trusted and justified. The project provided a space for participants to discuss different viewpoints, learn about the subject matter, and reflect on a variety of views as they formed their own opinions.
The effectiveness of a contact tracing app relies on mass adoption. To build public trust and buy-in for the decisions made around the app and the system it is part of, four strong steers on how to build COVID-19 technologies with legitimacy were yielded:
- Transparency: The Government must be open and honest about the purpose, functionality, and limitations of the app.
- Data Minimization: The app should collect the minimum amount of personal data necessary for its operation.
- Voluntariness: The use of the app should be voluntary, and individuals should have the right to opt-out at any time.
- Effective User Control: Users should have control over their own data and be able to delete it at any time.
In line with these steers, the app will be developed using Google and Apple's 'decentralised' exposure notification API. Future versions may allow people to enter personal information to create an individual risk score, and the function of the app is evolving to include features such as warning of local risk levels, scanning QR codes at venues, and ordering tests.
Ignoring the public during this next phase may do greater damage than one failed app. It is important to avoid undermining trust in the public health strategy and the Government's management of the crisis. A checklist has been developed to help design and deliver COVID-19 technologies with public legitimacy built in. The Max Planck Institute tested the contact tracing app in May and June 2020 and made four fixed recommendations: ensure data minimization, transparency, voluntariness, and effective user control to build legitimacy for COVID-19 technologies.
As the Government begins the next pilot of the NHS contact tracing app, it is crucial to remember these steers and the importance of public trust in the technology and the decisions surrounding it. The Government must continue to engage with the public, listen to their concerns, and work towards building a contact tracing app that is trusted, justified, and effective.
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