What we learned about citizen expectations for mobile security


​​​​​​​​Building Trust in  Mobile Apps: The citizen perspective

We recently analyzed 1,300 interviews conducted across Brazil, UK, South Africa, Singapore, the Netherlands and the U.S.

We looked at the apps citizens use. We listened to their fears. We even looked at what they would do if their apps were 100% protected.

We uncovered some interesting findings about citizen expectations for mobile security. Findings that are particularly relevant for government authorities looking to achieve greater success in making mobile digital identity a defining feature within trusted digital spaces.

Here's a summary of our key findings


1. The most frequently used mobile apps are social (91%), games (73%), online banking (69%), e-commerce (43%) and then mobile payments (41%). Gov mobile apps are NOT part of top 10 most used family apps.

2. 80% of end-users value reliability and security above convenience, speed or reward. Users understand they can't have a total mobile experience without security.

3. After losing their mobile phone and data and running out of battery (44%), what users fear most is fraud, phishing, hacking and getting their personal information stolen (43%).

4. Users expect protection to come from:​

  • Their bank, government and company (37%)
  • The smartphone maker (23%)
  • Google Play-Store or Apple Store (21%)

5. 75% of users would NOT use their Facebook credentials to access their bank account. We therefore see a huge opportunity for organizations with authority and trust – such as banks and governments - to establish trust and to fulfill citizen expectations for mobile security.

6. In answer to the question: if all the apps were 100% protected, what would you do?

  • 70% of users would like to have digital identity documents (national ID, driver's license, passport),
  • 36% would sign official documents or declarations, 
  • And….66% of users would perform more transactions.

Our view: citizens are prepared, willing and waiting 

There is certainly an opportunity for public authorities to revitalize the sovereign bond which is not just an arcane relic but first and foremost the emblem​​atic and identity-rich vehicle for collective trust.

This bond of trust and mutual recognition between the citizen and the collective group to which he or she belongs to, requires a bond of identification. This means electronic or mobile identification also known as mGov when dealing with the virtual world. ​​

Detailed data and information on our findings is shown below.

Good reading!​

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