Digital identity: Why trust and accessibility come first
Digital identity is one of those concepts that sounds simple, but quickly becomes tangled in questions of security, trust, and inclusion. Too often, these complexities lead to misunderstanding. Misunderstanding fuels mistrust, slows adoption, and risks leaving behind the very people Digital ID could most benefit.
Misconceptions that block progress
One big misunderstanding is around what Digital ID is actually for. Because of the way Digital identity has been framed in politics recently, whether in the UK or the US, many people assume it is just another form of surveillance. Instead of seeing the potential benefits, they worry it means their data is vulnerable or that this is going to be made mandatory.
And it is not just about politics. Confidence really varies by generation and circumstance. Younger people who are digitally literate are more comfortable with it. But older generations, or those who are not as confident with technology, are often more sceptical. That divide makes it even harder to get everyone on the same page.
What I also think is really damaging is this idea that because something is digital, it will automatically be accessible from the beginning. That is just not true. If you do not design it properly and think about different people’s needs from the start, digital can lock people out just as quickly as it can bring them in.
The risk of exclusion
For me, the biggest issue is the risk of exclusion. One in five people in the UK has some kind of access need (GOV.UK, 2024), whether permanent or temporary, and too often accessibility is treated as an afterthought. I have seen this in software development, where companies rush out a minimum viable product and think about accessibility later. But when it comes to something as important as digital identity, that approach just does not work.
For something to be accessible we have to think beyond catering only to people with disabilities and health conditions. It is also about literacy, age, affordability, internet access, language, and even choice. Some people do not own smartphones or live in areas without a reliable connection. Others use older or secondhand devices that do not support the latest security updates. And in a country as diverse as the UK, services need to be available in multiple languages if we want to avoid excluding people. These are real, everyday situations, and if they are not considered, whole groups of people will be shut out of the services they need.
Transparency and accessibility
Trust cannot be built unless people feel fully informed. If explanations are buried in jargon or legal language, they will only confuse and alienate. What is needed is simple, clear communication that meets different learning styles: step-by-step guides, straightforward images, and short videos.
If something this big is being rolled out, people deserve to understand how it works in a way that makes sense to them. That means clear, consistent messaging, using different formats, and avoiding fear-mongering or confusing language. Trust also comes from honesty, being upfront about risks as well as benefits, and showing people that accessibility is not an afterthought but a priority from the start.
What’s needed
For digital ID to actually work and feel secure, the conversations cannot just sit at government level. You need real collaboration with industry, from identity service providers, phone manufactures, and providers such as EE or Vodafone, who understand connectivity problems, roaming, and all the practical issues people face when they are out and about or even travelling abroad.
But it goes deeper than technology partnerships. Success depends on going into communities and talking to people directly across different ages and circumstances. That means listening to disabled people, older generations, those who are less digitally confident, people using older or secondhand devices, and people whose first language is not English. It also means reaching communities in rural areas with poor signal or those who may not trust government systems at all.
Their input should shape design and communication right from the very beginning. Without these conversations, you will not build something that works for everyone and without that, you will not build the trust that is essential for adoption.
The opportunity
If digital identity is done properly, it could make life a lot easier for everyone. Instead of juggling loads of passwords or worrying about carrying the right documents around, you could just prove who you are quickly and securely with a thumbprint, a face scan, or one simple login. That could take the stress out of losing a passport, make getting into healthcare faster, and make dealing with everyday services a whole lot simpler.
But for me, the real opportunity is not just about making things quicker. It is about making sure people are not left out. If accessibility is built in from the very beginning, Digital ID could actually give more people confidence and independence. Done right, it can empower people rather than exclude them.
A shared understanding
If I could give one clear message to the government, it would be to put accessibility first. Do not leave people with access needs until the end; digital identity should work for everyone. It cannot just be tech rolled out by default; it has to be designed with people in mind. That means looking at the communities who will use it, the barriers they face, and the different ways they live their lives. For me, the goal is simple: digital identity should make life easier, not harder, and if the government gets that right, then it will be worth doing.
Author
Kayleigh Marquis
Customer Success Manager , Signable
Digital Identity programme activities
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Sue leads techUK's Technology and Innovation work.
This includes work programmes on cloud, data protection, data analytics, AI, digital ethics, Digital Identity and Internet of Things as well as emerging and transformative technologies and innovation policy.
In 2025, Sue was honoured with an Order of the British Empire (OBE) for services to the Technology Industry in the New Year Honours List.
She has been recognised as one of the most influential people in UK tech by Computer Weekly's UKtech50 Longlist and in 2021 was inducted into the Computer Weekly Most Influential Women in UK Tech Hall of Fame.
A key influencer in driving forward the data agenda in the UK, Sue was co-chair of the UK government's National Data Strategy Forum until July 2024. As well as being recognised in the UK's Big Data 100 and the Global Top 100 Data Visionaries for 2020 Sue has also been shortlisted for the Milton Keynes Women Leaders Awards and was a judge for the Loebner Prize in AI. In addition to being a regular industry speaker on issues including AI ethics, data protection and cyber security, Sue was recently a judge for the UK Tech 50 and is a regular judge of the annual UK Cloud Awards.
Prior to joining techUK in January 2015 Sue was responsible for Symantec's Government Relations in the UK and Ireland. She has spoken at events including the UK-China Internet Forum in Beijing, UN IGF and European RSA on issues ranging from data usage and privacy, cloud computing and online child safety. Before joining Symantec, Sue was senior policy advisor at the Confederation of British Industry (CBI). Sue has an BA degree on History and American Studies from Leeds University and a Masters Degree on International Relations and Diplomacy from the University of Birmingham. Sue is a keen sportswoman and in 2016 achieved a lifelong ambition to swim the English Channel.
Associate Director - Technology and Innovation, techUK
Laura Foster
Associate Director - Technology and Innovation, techUK
Laura is techUK’s Associate Director for Technology and Innovation.
Laura advocates for better emerging technology policy in the UK, including quantum, future of compute technologies, semiconductors, digital ID and more. Working alongside techUK members and UK Government she champions long-term, cohesive, and sustainable investment that will ensure the UK can commercialise future science and technology research. Laura leads a high-performing team at techUK, as well as publishing several reports on these topics herself, and being a regular speaker at events.
Before joining techUK, Laura worked internationally as a conference researcher and producer exploring adoption of emerging technologies. This included being part of the team at London Tech Week.
Laura has a degree in History (BA Hons) from Durham University and is a Cambridge Policy Fellow. Outside of work she loves reading, writing and supporting rugby team St. Helens, where she is from.
Elis joined techUK in December 2023 as a Programme Manager for Tech and Innovation, focusing on Semiconductors and Digital ID.
He previously worked at an advocacy group for tech startups, with a regional focus on Wales. This involved policy research on innovation, skills and access to finance.
Elis has a Degree in History, and a Masters in Politics and International Relations from the University of Winchester, with a focus on the digitalisation and gamification of armed conflicts.
