What Other Factors Might Impact Building Trust in Government Decisions Based on Decision Support Systems, Except for Transparency and Explainability?

Abstract

Decision Support Systems (DSS) are increasingly being used to support operational decision-making using large amounts of data. One key aspect to successful adoption is that the user trusts the DSS. Large contributors to trust often mentioned in literature and practice are transparency and explainability. But what happens when a DSS is transparent and explainable by design? What other contributors to trust are relevant is the main focus of this paper, in the context of Dutch governmental subject-matter experts designing and working with DSSs. We used a Mixed-Method Sequential Explanatory Design in which a survey was conducted to gather empirical data. The findings present 20 focal points contributing toward trust in DSS. These focal points require future research, specifically on considering these for development by the design of a DSS. Ultimately, this could help in increasing the adoption of DSSs in general.