Assessing Trust in Digital Service Engineering: An Empirical Case Study of Public CCTV Analytics in Germany

Abstract

In the fields of digital Service Engineering and Requirements Engineering, trust is a crucial factor in ensuring the acceptance and adoption of technology by its users. Previous research has investigated trust determinants in various digital services. This study builds upon that work by conducting an empirical examination of trust factors in public video analytics systems in Germany. The study explores general perceptions of trustworthiness, trust-building factors, concerns, and benefits of these systems as they relate to public safety and security. The results of the study provide an empirical view and interpretation of predefined trust determinants for public video analytics, benefiting a higher acceptance rate by individuals. Conclusions include the importance and distribution of these determinants for this exemplary socio-technical system as well as general findings regarding the perception of trustworthiness of these systems. Additionally, the study validates a trust-indicating logo and assesses its impact on perceived trustworthiness of the system. This work adds to the ongoing discussion of Requirements Engineering for trustworthy digital services.

Keywords: Requirements Engineering, Sociotechnical Systems, Systems Engineering, Trust Engineering, CCTV

DOI: 10.54941/ahfe1007414