Technology and Peacebuilding: Can Digital Governance Tools Strengthen Trust between Citizens and Institutions?

Abstract

Trust between citizens and public institutions is a fundamental requirement for peacebuilding, social cohesion, and sustainable governance. In societies affected by conflict, inequality, or institutional fragility, weak trust often undermines reconciliation efforts and fuels social fragmentation. With the rapid expansion of digital technologies, governments across the world have increasingly adopted digital governance tools such as e-government platforms, online service delivery systems, digital feedback mechanisms, and participatory governance technologies. This review paper examines whether and how digital governance tools can contribute to strengthening trust between citizens and institutions within the broader context of peacebuilding. Using a narrative literature review approach, the study synthesizes theoretical perspectives on trust, governance, and peacebuilding alongside empirical findings from global and developing-country contexts, with relevance to post-conflict and plural societies. The review highlights key mechanisms through which digital governance tools may enhance transparency, accountability, inclusiveness, and citizen participation, thereby fostering institutional trust. At the same time, it identifies critical challenges, such as the digital divide, limited digital literacy, data privacy concerns, and unequal access, that may undermine trust-building efforts. The paper concludes that while digital governance tools are not a standalone solution for peacebuilding, they can play a significant supportive role when embedded within inclusive, context-sensitive, and ethically grounded governance frameworks. The study contributes to the growing interdisciplinary discourse on technology, governance, and reconciliation by offering a structured understanding of the opportunities and limitations associated with digital governance in trust-building processes.