TIC COVID-19 Panel presents unprecedented data on access to online public services and privacy challenges during the pandemic

72% of Internet users sought information or conducted online public services related to worker rights or social security, while 20% consulted with doctors or other health professionals via the Internet during the pandemic.

The search for information and conducting online public services increased during the COVID-19 pandemic, but users reveal concerns about privacy and the protection of their personal data. This is highlighted by the second edition of the TIC COVID-19 Panel, carried out by the Regional Center for Studies on the Development of the Information Society (Cetic.br), from the Brazilian Network Information Center (NIC.br), linked to the Brazilian Internet Steering Committee (CGI.br), released today (10/1). Based on the indicators from the TIC Households survey and other indicators specifically developed for the context of tackling COVID-19, the study encompasses a universe of about 97 million people, corresponding to 80% of Internet users aged 16 or older. Web and phone interviews were conducted between July 29 and August 21, 2020. 

Online public services
During the pandemic, the use of online public services grew among network users. The second edition of the TIC COVID-19 Panel showed that 72% of Internet users sought information or used online public services related to worker rights or social security, such as INSS, FGTS, unemployment insurance, emergency aid, or retirement—a percentage that was 40% in the reference population in 2019. Next, the most sought after or conducted online services were related to personal documents (46%), public health (45%), and public education (37%). 

There was also an increase in the proportion of users who stated that they conducted public services entirely over the Internet. In 2019, only 8% of Internet users had declared conducting online services related to worker rights or social security, while practically a third of users accessed these services entirely remotely since the start of the pandemic. The issuance of personal documents such as RG, CPF, passport, or work card went from 6% to 21%. 

The survey revealed, however, inequalities in accessing online public services: services in the public health area, such as appointment scheduling, were conducted in smaller proportions among users aged 60 or over (38%) compared to those in other age groups. The same was noted among users from classes DE (35%) and those living in the North region (31%).

The survey also investigated the receipt of emergency aid: among the interviewed users, 38% received it, 20% attempted and did not receive it, and 39% did not apply for the benefit. Among those who attempted and did not receive it, 73% said the application was not approved or still under review. Among technology-related barriers, 12% of users who applied and did not receive the aid said they could not use the Caixa app, and 10% did not have space on their phone for the app. Users of this profile in classes DE cited technological use-related problems at higher proportions, such as not being able to use the Caixa app (28%) and Internet limitations (22%). 

Telehealth
Authorized on an emergency basis during the pandemic, online health consultations were conducted more frequently in the public network, while the scheduling of consultations, exams, and viewing of exam results via the Internet mainly occurred in the private network. More than half of Internet users sought information about COVID-19 on websites or apps, and a quarter of them utilized some virtual screening app to check symptoms and receive guidance on the disease. In these cases, public network apps were primarily used.    

Among Internet users, 20% consulted with a doctor or other health professional via the Internet during the pandemic, with those holding a higher education degree (28%) and from classes AB (27%) being the ones who used this service the most. Among those who conducted online consultations, 63% did so through the public network and 50% through the private network. The most used means for conducting online consultations was apps like WhatsApp or Telegram (50%). Only about 30% of users who participated in teleconsultations used an app from SUS or their health plan.

Regarding services of appointment scheduling or viewing exam results via the Internet, the main reasons for not utilizing this service were concerns about the security of personal data (55%)—reported by 70% of Internet users in classes DE—and a lack of confidence in conducting this service via the Internet (34%). 

Privacy and protection of personal data
The TIC COVID-19 Panel investigated the interviewees' concerns related to privacy and the security of personal data: one-third of users indicated concern about identity theft and fraud, and slightly more than half stated that the risks of providing their personal data on the Internet to governments and companies outweigh the benefits.

The main concerns pointed out by users regarding the use of their personal data were: financial loss due to bank fraud (32%), identity theft (23%), invasion of privacy (21%), and sale of data to third parties (13%). When evaluated by class, the financial loss due to bank fraud was most cited among individuals from classes AB, while identity theft and privacy invasion were more mentioned by users in classes DE.

The proportion of Internet users who would not download apps with information about COVID-19 was higher in classes DE (25%) and among the elderly (26% of those 60 years or older). The proportion of those who had already downloaded or would certainly download is higher among people aged 16 to 24 (48%) and in the Northeast region (53%).

The inclination to download apps that notify about contact with COVID-19 infected people was higher: 60% of users said they would definitely download, and another 25% said they probably would. The most cited reasons by users for not downloading apps were a lack of interest (46%), followed by the decision to avoid anxiety (43%). Users also mentioned concern about government surveillance after the pandemic (42%), as well as reasons such as not believing the app prevents identification (39%) and not wanting the government to access their geolocation data (39%).

“The percentages suggest the importance of transparency in the management of tools and epidemiological surveillance strategies using ICTs. The subject, undoubtedly, deserves a broad debate in the country, not only by virtue of data use in the pandemic context but also due to the recently enacted General Data Protection Law,” evaluates Alexandre Barbosa, manager of Cetic.br.

“The themes addressed in the TIC COVID-19 Panel are extremely relevant given the current context, and the data collected can be used for future public policy decisions, reaffirming CGI.br's commitment to society,” concludes Márcio Nobre Migon, coordinator of CGI.br. 

Access the full list of indicators (https://cetic.br/pt/tics/tic-covid-19/painel-covid-19/2-edicao/) and the analysis report (https://cetic.br/pt/publicacao/painel-tic-covid-19-pesquisa-sobre-o-uso-da-internet-no-brasil-durante-a-pandemia-do-novo-coronavirus-2-edicao-servicos-publicos-on-line-telessaude-e-privacidade/). 

The TIC COVID-19 Panel will have a 3rd edition that will address remote teaching and work, to be released soon. The 1st edition of the study presented unprecedented data on Internet activities, culture, and electronic commerce. Access the highlights: https://cetic.br/pt/noticia/painel-tic-covid-19-aponta-aumento-do-comercio-eletronico-e-das-atividades-culturais-on-line-durante-a-quarentena/.
 

About Cetic.br
The Regional Center for Studies on the Development of the Information Society at NIC.br is responsible for producing indicators and statistics about the availability and use of the Internet in Brazil, disseminating periodic analyses and information on the development of the network in the country. Cetic.br is a Regional Study Center under the auspices of UNESCO. More information at https://www.cetic.br/.

About the Brazilian Network Information Center – NIC.br
The Brazilian Network Information Center—NIC.br (https://www.nic.br/) is a non-profit civil entity that, besides implementing the decisions and projects of the Brazilian Internet Steering Committee, has among its assignments: coordinating the domain name registration—Registro.br (https://www.registro.br/), studying, responding, and dealing with security incidents in Brazil—CERT.br (https://www.cert.br/), studying and researching network technologies and operations—Ceptro.br (https://www.ceptro.br/), producing indicators about information and communication technologies—Cetic.br (https://www.cetic.br/), implementing and operating Traffic Exchange Points—IX.br (https://ix.br/), enabling the participation of the Brazilian community in the global development of the Web and subsidizing public policy formulation—Ceweb.br (https://www.ceweb.br), and hosting the W3C office in Brazil (https://www.w3c.br/). 

About the Brazilian Internet Steering Committee – CGI.br
The Brazilian Internet Steering Committee is responsible for establishing strategic guidelines related to the use and development of the Internet in Brazil, coordinating and integrating all Internet service initiatives in the country, promoting technical quality, innovation, and dissemination of the services offered. Based on the principles of multistakeholderism and transparency, the CGI.br represents a democratic Internet governance model, internationally praised, where all sectors of society are equal participants in its decisions. One of its formulations is the 10 Principles for Internet Governance and Use (https://www.cgi.br/principios). More information at https://www.cgi.br/.

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