Trust is earned, not assumed: How cybersecurity helps the public sector
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In the digital age, the public sector faces not only cybersecurity challenges but also trust issues. Every data breach, phishing scam, or system outage threatens not only information but the confidence citizens place in the institutions meant to protect them.
In this decade so far, there have been numerous incidents involving data breaches and cybercrime, prompting new legislation and a renewed effort for companies to enhance their cyber defences. However, outside of the context of businesses, the public sector has an even greater responsibility to guard against cybercrime and bolster its cybersecurity.
Every public sector organisation, from councils to government departments, runs on one essential resource: trust. Citizens hand over personal data, disclose private details, and interact with digital services with the expectation that their information will be protected and used responsibly.
That trust is not automatic. It’s earned, and it’s fragile. Each cyber breach, data leak, or mishandled privacy issue chips away at the public’s confidence, not just in a particular service, but in the systems of government themselves. Cybersecurity, therefore, is no longer a financial or reputational concern, but a cornerstone of safety for the general public.
From systems to society, a few examples
In May 2017, the NHS was hit by the WannaCry ransomware attack, which spread globally and encrypted thousands of systems. Many hospitals and GP surgeries were forced to cancel appointments and revert to pen-and-paper systems.
The attack cost the NHS £92 million, but highlighted, perhaps in quite a dramatic way, the importance of cyber hygiene and resilience. In this instance, the secondary culprit was outdated operating systems and a network infrastructure that actively worked in favour of the attackers.
When a cyber attack targets a public body, it’s not just servers or software that are under threat; it’s the relationship between citizens and the state. Financial damage is irrelevant here, and the more pressing concern becomes the fact that the public will fail to believe in the competency and care that the government shows towards them.
In August 2023, the UK Electoral Commission announced that a sophisticated cyber-attack had enabled unauthorised individuals to access “reference copies” of the electoral register. This register includes the names and home addresses of voters who registered between 2014 and 2022.
The cyber intrusion is believed to have started as early as August 2021, but it was not detected until October 2022 and was made public several months later.
While the Commission claimed that there was no evidence to suggest that the integrity of the elections was compromised, the incident had the potential to significantly undermine public trust in the institutions responsible for protecting citizens’ data and safeguarding democratic processes.
A single compromised database can erode public trust in digital voting systems, health record management, and local service delivery.
People begin to wonder: If the government can’t protect my data, can it protect anything else?
Transparency builds confidence
The hardest thing for a public-facing organisation to do is own up to the mistakes and their effects. In the past, security often meant secrecy. But in a world where the public demands openness and accountability, transparency has become one of the most powerful tools in building trust.
When a breach happens, concealing it rarely works. Citizens expect honesty, a clear explanation of what went wrong, how it’s being fixed, and what’s being done to prevent it from happening again. Real acts of transparency turn a moment of vulnerability into a demonstration of integrity.
In fact, this is built into legislation passed by the UK government, which requires a report to be submitted to the ICO within 72 hours of a data breach occurring. This emphasis on transparency is both ethical and important for members of the public affected, as they have the right to know when their data is at risk.
Public trust doesn’t come from the illusion of perfection. It comes from proof of responsibility.
Cyber ethics and the public good
Protecting data isn’t just a technical exercise; it’s an ethical one. The public sector has a duty not only to secure information but also to use it in an ethical and proportionate manner. The public sector not only needs to secure information (under the DPA 2018/UK GDPR) but also to ensure it is used lawfully, fairly and for the purpose originally stated.
Citizens should know that their data won’t be used in ways they didn’t agree to or for purposes that erode privacy. This ethical mindset, upheld across all levels of government, is vital for maintaining civic confidence.
Public sector cybersecurity, in this sense, is about more than defence; it’s about stewardship. The public must feel their data is in safe, moral hands.
A shared responsibility
Building civic trust through cybersecurity requires a whole-organisation approach and adherence to a clear, consistent cybersecurity framework. Everyone has a role to play, from IT teams and policymakers to frontline staff, in maintaining strong defences.
- Leaders must champion a culture of security, going beyond compliance to inspire awareness and accountability at every level.
- Staff should be equipped with the knowledge and confidence to protect sensitive data in their daily work.
- Not all cyberattacks occur online; many happen in person, often using social engineering tactics.
- Preparation for the aftermath is just as important as prevention; organisations need a comprehensive incident response plan to manage fallout and restore trust.
- Citizens also have a role to play and need education and support to identify threats, use secure services, and engage safely online.
Cyber trust is, ultimately, a two-way street, built through shared responsibility between public institutions and the people they serve. By treating cybersecurity as a matter of civic trust, not just compliance or defence, the public sector can strengthen the democratic bond between citizens and the state.
An eSignature solution for the public sector
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Security isn’t just a technical safeguard; it’s an ethical promise. Every interaction between a public service and a citizen is built on an understanding that personal data will be treated with care. Signable helps uphold that promise, offering secure, compliant digital tools that make it easier to serve communities without compromising integrity.
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Peter Amey
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