ETSI TR 103 875-1 V1.1.1 (2022-11)

User Centric Approach in Digital Ecosystem; The Smart Interface; Part 1: Smart Identity: user digital clone

DTR/USER-0052

General Information

• Status: Not Published
• Technical Committee: USER - User Group
• Current Stage: 12 - Completion
• Due Date: 14-Nov-2022
• Completion Date: 21-Nov-2022

Standards Content (Sample)

TECHNICAL REPORT
User Centric Approach in Digital Ecosystem;
The Smart Interface;
Part 1: Smart Identity: user digital clone

2 ETSI TR 103 875-1 V1.1.1 (2022-11)

Reference
DTR/USER-0052
Keywords
digital clone, smart identity, smart interface,
user-centric
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3 ETSI TR 103 875-1 V1.1.1 (2022-11)
Contents
Intellectual Property Rights . 5
Foreword . 5
Modal verbs terminology . 5
Introduction . 5
1 Scope . 6
2 References . 6
2.1 Normative references . 6
2.2 Informative references . 6
3 Definition of terms, symbols and abbreviations . 7
3.1 Terms . 7
3.2 Symbols . 8
3.3 Abbreviations . 8
4 Analysis of the user centric context in digital ecosystem . 9
4.1 Overview . 9
4.2 Sociological and psychological context . 9
4.3 Non-functional requirements . 10
4.3.1 Overview . 10
4.3.2 Security . 10
4.3.3 Privacy . 11
4.3.4 Usability . 11
4.4 Digital maturity . 12
4.5 Usage Evolution and digital transformation of society . 13
4.6 User and Provider interaction for service delivery . 15
4.6.1 Overview . 15
4.6.2 Life cycle of digital services in provider side and user journey . 16
4.6.3 User-centric service (Health use case) . 18
5 From User Digital Clone to Smart Identity . 21
5.1 The Modelling . 21
5.2 User Digital Clone representation . 23
5.3 Profiles: user knowledge base . 24
5.3.1 Overview . 24
5.3.2 User Profile . 25
5.3.2.1 User Profile definition . 25
5.3.2.2 User Profile Model . 25
5.3.3 Potential Profile . 27
5.3.3.1 Potential Profile definition . 27
5.3.3.2 Potential Profile Model . 27
5.3.4 Active Profile . 28
5.3.4.1 Active Profile definition . 28
5.3.4.2 Active Profile Model . 28
5.4 Smart ID . 29
5.4.1 Smart ID Model . 29
5.4.2 Smart ID: Informational Use Cases . 29
5.4.2.1 Overview . 29
5.4.2.2 User profile architecture . 30
5.4.2.3 Enrichment of the User Profile by the Potential Profile . 31
5.4.2.4 Active profile for the first time slot . 33
5.4.2.5 Active Profile for the second time slot . 36
5.4.2.6 Smart ID for the first time slot . 37
5.4.2.7 Smart ID for the second time slot . 37
6 Data processing . 37
6.1 Data categorization . 37
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6.2 Data processing steps . 38
7 New technologies for smart identity . 39
7.1 Overview . 39
7.2 Artificial Intelligence (AI) . 39
7.3 Data storage and security . 41
7.4 Data localization (Cloud, Edge, Dew) . 42
8 Conclusion and next steps . 42
History . 43

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5 ETSI TR 103 875-1 V1.1.1 (2022-11)
Intellectual Property Rights
Essential patents
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pertaining to these essential IPRs, if any, are publicly available for ETSI members and non-members, and can be
found in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to
ETSI in respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the
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including IPR searches, has been carried out by ETSI. No guarantee can be given as to the existence of other IPRs not
referenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become,
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Foreword
This Technical Report (TR) has been produced by ETSI Special Committee User Group (USER).
The present document is part 1 of a multi-part deliverable covering the smart identity, as identified below:
Part 1: "Smart Identity: user digital clone";
Part 2: "Smart Identity: A Proof of Concept".
Modal verbs terminology
In the present document "should", "should not", "may", "need not", "will", "will not", "can" and "cannot" are to be
interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of provisions).
"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.
Introduction
The present document is the first part of a set of two Technical Reports describing the Smart Identity (as a User Clone)
for the User-Centric Approach and providing a PoC (Proof of Concept) demonstrating the feasibility of this User Clone
in different chosen Use cases.
According to this approach, the Smart Identity needs to have a sufficient knowledge for the user interface to anticipate
and respond to the user's needs and expectations, with a more in-depth analysis of the digital ecosystem.
The present document firstly presents an analysis of the user centric context in digital ecosystem, secondly the model of
smart ID as a user digital clone, and what that means about the constitution of the knowledge base, thirdly the elements
relating to data processing in order to achieve a smart identity. The present document also explores the different
possibilities of using new technologies, in particular artificial intelligence, to achieve a smart identity.
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1 Scope
The present document contains the result of studies relating to the analysis of the user requirements, the new
technologies contribution for smart identity, and a digital clone definition.
The present document examines:
• The user profiles in digital ecosystem including sociological and psychological context, non-functional
requirements, digital maturity, usage evolution facing digital transformation of society and new interactions
between user/provider for service delivery.
• The definition and Smart ID Model based on the information model described in the ETSI TR 103 604 [i.4].
• The user digital clone and his knowledge base needs (ACIFO Model - Informational model).
• The different profiles for the most exhaustive description possible whatever the use case and associated
definitions.
• Data processing for data enrichment.
• New technologies for smart identity (AI, Data storage and security, Data localization, etc.).
2 References
2.1 Normative references
Normative references are not applicable in the present document.
2.2 Informative references
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the
referenced document (including any amendments) applies.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long-term validity.
The following referenced documents are not necessary for the application of the present document, but they assist the
user with regard to a particular subject area.
[i.1] ETSI TR 103 438: "User Group; User centric approach in Digital Ecosystem".
[i.2] ETSI EG 203 602: "User Group; User Centric Approach: Guidance for users; Best practices to
interact in the Digital Ecosystem".
[i.3] ETSI TR 103 603: "User Group; User Centric Approach; Guidance for providers and
standardization makers".
[i.4] ETSI TR 103 604: "User Group; User centric approach; Qualification of the interaction with the
digital ecosystem".
[i.5] ETSI TR 103 437: "USER; Quality of ICT services; New QoS approach in a digital ecosystem".
[i.6] ISO/IEC 27001: "Information and data security".
[i.7] ISO/IEC 27040: "Storage security".
[i.8] Byron Reeves and Clifford Nash: "The media equation".
NOTE: Available at https://web.stanford.edu/group/cslipublications/cslipublications/site/1575860538.shtml.
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[i.9] Eija Kaasinen, Tiina Kymäläinen, Marketta Niemelä, Thomas Olsson, Minni Kanerva and Veikko
Ikonen: "A User-Centric View of Intelligent Environments: User Expectations, User Experience
and User Role in Building Intelligent Environments", Computers, 2(1), 1-33. 2013.
[i.10] Zeltser: "Importance of feeling secure".
NOTE: Available at https://zeltser.com/importance-of-feeling-secure/.
[i.11] Zeltser: "Digital strategy: eprivacy regulation".
NOTE: https://digital-strategy.ec.europa.eu/en/policies/eprivacy-regulation.
[i.12] Directive (EU) 2018/1972 of the European Parliament and of the Council of 11 December 2018
establishing the European parliament and the council establishing the European Electronic
Communications Code.
[i.13] Telecom Paris values and policies of personal information chair: "Data, identities and trust in the
digital age".
[i.14] ETSI TR 103 875-2: "User Centric approach in Digital Ecosystem; The Smart Interface; Part 2:
Smart Identity, A Proof of Concept".
[i.15] IEEE 802.11™: "IEEE Standard for Information Technology -- Telecommunications and
Information Exchange between Systems -- Local and Metropolitan Area Networks -- Specific
Requirements -- Part 11: Wireless LAN Medium Access Control (MAC) and Physical Layer
(PHY) Specifications".
3 Definition of terms, symbols and abbreviations
3.1 Terms
For the purposes of the present document, the following terms apply:
ACIFO: The 5-dimension model ACIFO described in the different publications (ETSI TR 103 438 [i.1], ETSI
EG 203 602 [i.2], ETSI TR 103 603 [i.3], ETSI TR 103 604 [i.4]) is based on 5 sub-models:
• Architectural Model "Acifo" describes the global structure, including semantics and is optimized for the
stated objectives.
• Communication (Relational) Model aCifo describes the exchange protocols, including HMIs (User) and APIs
(provider) exchange and management protocols over three planes: (1) Management (Monitoring), (2) Control,
and (3) Usage.
• Information Model acIfo describes the different Profiles (User, device, service). The information covers the
whole ecosystem (equipment, network, applications, services, HMIs, User, etc.) from the offer to the
resource's availability for Users, Providers, and any other partners.
• Functional Model aciFo: describes services and service composition. The functionalities (the process) to
compose any service based on "micro-service".
• Organization Model acifO: describes the role of any actor and which actor is responsible of each action.
("Who is doing what?").
cloud: network of remote servers hosted on the Internet and used to store, manage, and process data in place of local
servers or personal computers
dew: programming model for enabling ubiquitous, pervasive, and convenient ready-to-go, plug-in facility empowered
personal network
edge: distributed computing paradigm in which computation is largely or completely performed on distributed device
nodes
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fog: provides close computation, data storage and application services
profile: information template (model) to provide the data characterizing and qualifying the user and the resources of the
digital ecosystem
3.2 Symbols
Void.
3.3 Abbreviations
For the purposes of the present document, the following abbreviations apply:
ACIFO Architectural, Communication, Information, Functional and Organizational model
AI Artificial Intelligence
API Application Programming Interface
CISO Chief Information Security Officer
CPU Central Process Unit
DAP Digital Adoption Platform
DaaS Device as a Service
DDoS Distributed Denial of Service
EC European Commission
EU European Union
GDPR General Data Protection Regulation
GPS Global Positioning System
GSM Global System for Mobile communication
GWI Global Web Index
HMI Human-Machine Interface
IAM Identity and Access Management
ID Identity
IoT Internet of Things
IT Information Technology
KNN K-Nearest Neighbour
LAN Local Area Network
NGN New Generation Networks
NPaaS Network Platform as a Service
PaaS Platform as a Service
PAN Personal Area Network
PCA Principal Component Analysis
PCI-DSS Payment Card Industry - Data Security Standards
PoC Proof of Concept
QoS Quality of Service
SMS Short Message Service
SOA Service-Oriented Architecture
VoLTE Voice over Long-Term Evolution
VoWIFI Voice over WiFi
VPCN Virtual Private Connectivity Network
VPSN Virtual Private Service Network
WAN Wide Area Networks
WIFI Wireless Fidelity
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4 Analysis of the user centric context in digital
ecosystem
4.1 Overview
Smart products and services that adapt to aspects of the users' activity, context or personality are starting to appear in
the market. Now, users often expect the emerging of products or services which act intelligently with them more like
st
they would among themselves, as humans. In the first decades of the 21 century, technical limitations impeded the
creation of smart interfaces that fully live up to those expectations. But now the progress and partial trivialization of
artificial intelligence gives new possibilities, and consequently, it is essential to manage user expectations throughout
the design process of an intelligent interface.
There are five approaches to mix to completely cope with the whole users' needs (including special needs),
requirements and expectations:
• The first is to understand the basic psychology of how people interact with smart products and services,
clause 4.2.
• The second is to have an overlook of the non-functional requirements, clause 4.3.
• The third to take into consideration the user experience and his level of maturity in the use of digital,
clause 4.4.
• The fourth is to have an overview of digital usage evolution, and a view on the future, both for personal and
professional matter, clause 4.5.
• The fifth is an overview of user and provider interactions for service delivery. As well as a view of the service
from the user's perspective to understand the composition of services and highlight the data that are under the
responsibility of the user, clause 4.6.
4.2 Sociological and psychological context
When people meet something that seems to be intelligent, such as another person or a dog, because of the experience, it
is possible to know how much intelligence to expect. On the contrary, when people meet a smart product that behaves
intelligently and does things by itself, it is difficult, to anticipate exactly how much to expect. This causes different
challenges when designing interaction with smart services.
Research in psychology, from scholars such as Byron Reeves and Clifford Nash [i.8], tells that users tend to treat smart
products or services as though they are intelligent and intentional.
In a series of experiments, Stanford professors Byron Reeves and Clifford Nash found that even though people
consciously think of computers as objects rather than persons, their immediate behaviour towards those computers
sometimes resembles their behaviour towards another person.
For thousands of years, differentiating between inanimate objects and social intelligent beings was relatively
straightforward. But now with technological development, the line has become more blurred.
One amazing consequence is that as products or services become more intelligent and behave as though they were
intentional, they cannot always live up to the users' expectations. If the personal voice-controlled assistant on my
iPhone can answer questions about the weather and which restaurant I should go tonight, why cannot it have personal
opinions or feelings? Rationally, people know that it cannot because it is not conscious, but it is difficult to know what
the upper limit of its ability is.
Not understanding what a product or service is capable or not capable to do, creates a negative user experience. In a
review of research on how people perceive and interact with intelligent environments, researcher Eija Kaassinen and her
co-authors [i.9] stated that users lose trust and satisfaction with intelligent products or services if they do not understand
them.
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It is necessary also to consider the social rules that apply to a smart product or service use case to anticipate deviating or
unsuitable uses and avoid user disappointment. Just think of the failure of connected glasses for the general public, or a
useful feature like autocorrect function that automatically corrects words in users' text messages (SMS or email) but can
turn the sentence into very embarrassing or offensive words if the user trusts it too much.
4.3 Non-functional requirements
4.3.1 Overview
Non-functional requirements cover cross-cutting needs such as: QoS in ETSI TR 103 437 [i.5], security, privacy,
usability, portability, customization, etc.).
The surveys conducted and attached to ETSI TR 103 438 [i.1] and ETSI EG 203 602 [i.2], sought to know the
expectations of users for non-functional but essential services for a good digital experience.
First, there is a clear willing to use new services if their benefits are clear. For example, on the side of households, it is
still difficult to evaluate the real value of some domestic connected object.
Secondly, the survey asked a set of questions about some new possible services able to improve the digital experience
on a smart and flexible network, i.e. a New Generation Network (NGN).
People would like:
• To be informed when they are risking entering an area with low or without coverage and lose continuity of
service. For 90 % of people losing the continuity of mobile service on move is a problem. This shows that
communication everywhere and even on move is a standard request today for users.
• More control on the battery life.
• More control on the location data of their device.
• To find their professional configuration on different devices (for those how are in employment).
• 44 % of people would appreciate a service of bandwidth on demand fixe line and 38 % on mobile line. The
level of people interesting and not interesting are quite le same on this question.
Of course, security and privacy issues are in the heart of the confidence in the future on the digital ecosystem. If the
data are the new "fuel" for the digital society, trust is the "money".
The survey shows there is a very large majority of people how would like to be able to challenge their provider on what
can be called "essential characteristics" of the contract, i.e. privacy, security, quality and price.
4.3.2 Security
Security is both a feeling and a reality, and they are different. An individual or a company can feel secure even though
they are not, and they can be secure even though they do not feel it. The feeling of security matters because humans
sometimes make seemingly irrational decisions that have reasonable explanations, and because sometimes emotions
play a more significant role than logic. That is what makes human.
In the context of IT, even if an individual take actions that make their organization more secure, that might not be
enough. They need to pay attention to making sure their actions also allow the relevant constituents (employee or
customers) to feel secure.
Examples:
EXAMPLE 1: A user of an overly quiet antimalware tool might assume that the tool is ineffective and switch to a
product that makes the person feel more secure. Even if a company have a great security tool, they
need to find a way to ensure that its users recognize its benefits.
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EXAMPLE 2: A corporation may have a Chief information security officer who is very effective at strengthening
the company's security posture and managing IT risk; however, the management may feel insecure
unless the CISO captures the right metrics and offers meaningful reports. Part of this includes
ensuring compliance with certification e.g. ISO/IEC 27001 [i.6] or regulation e.g. UK Data
Protection Act or EU GDPR (General Data Protection Regulation).
EXAMPLE 3: A client who commissioned a security assessment may have received competent service. However,
unless the deliverable includes a comprehensive review of the findings and methodology, the
client may feel unsatisfied.
EXAMPLE 4: A company may select a security service provider that meets the firm's requirements based purely
on polished sales interactions and marketing documents. Such collateral can make the prospect
feel security, regardless of the vendor's actual capabilities.
Those are just a few examples for remind not to underestimate the importance of not only being secure (like in
example 3), but also feeling secure (like in example 4). These two concepts are distinct yet interrelated (see more details
in [i.10]).
4.3.3 Privacy
Privacy is the ability to control who can access information about user's private life and activities. It is important
because it gives users the power to choose their thoughts and feelings and who they share them with, for example to
sites or services with a social and/or messaging function. It protects their information they do not want to be shared
publicly such as health or personal finances. Or real-time location data that could even compromise physical security
(see more details in [i.11]). As part of a company or service providers obligation under the EC ePrivacy regulation for
example will have to ensure certain rules are met. For the user keys rules include:
1) Communications content and metadata: privacy should be guaranteed for communications content and
metadata. Metadata - data that describes other data, such as author, date created and location etc. - has a high
privacy component and should be anonymized or deleted if users did not give their consent, unless the data is
needed for billing.
2) Simpler rules on cookies: the cookie provision, which has resulted in an overload of consent requests for
internet users, will be streamlined. The new rule will be more user-friendly as browser settings will provide an
easy way to accept or refuse tracking cookies and other identifiers. The proposal also clarifies that no consent
is needed for non-privacy intrusive cookies that improve internet experience, such as cookies to remember
shopping-cart history or to count the number of website visitors.
3) Protection against spam: this proposal bans unsolicited electronic communications by email, SMS, and
automated calling machines. Depending on national law people will either be protected by default or be able to
use a do-not-call list to stop marketing phone calls. Marketing callers will need to display their phone number
or use a special prefix that indicates a marketing call.
4.3.4 Usability
The main reasons why it is so hard to create usable products is that there is a conflict between a high-usability level and
great user-experience. This might seem to be a contradiction, but there is an important difference between the two.
Usability is about the "ability to use" something. The aim for a usable product or service is to make it easy to use.
A product or service can be considered to have a high level of usability when:
1) It requires less mental effort to use.
2) The frequency of mistakes using it is less, or when the mistakes are less disastrous.
3) It is more powerful, where "more powerful" means that it can be used to do more or do it faster.
4) It is more learnable, that is, when a user can figure it out quicker.
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There are many guides and tools which can provide metrics to measure the usability if a product or service. While
user-experience is not like usability - it is about feelings. The aim here is to create satisfaction. The product or service
provider want the user to feel satisfied before, during and after they have used their product or service. To do that they
need to take all kinds of things into consideration. These can include and take care of the user's special needs:
1) Environment
2) Colours/moods (affects interaction/navigation within a digital space)
3) Smell
4) Touch
5) Audio feedback
6) Visual feedback
7) Trust (confidence in actions or a system)
8) Branding
9) Show-off effect
10) Usefulness
11) Practicality
12) Coexistence
13) Emotional effect
This is much harder to achieve. None of these things can be accurately analysed for example when it comes to the user
providing feedback one user might have a high satisfaction from a particular chosen design choice, but another user
could have low satisfaction from the design choice. The reason why there have so few great products is because of this
difference. Most developers try to find the right balance between high usability and high user-experience. This is not
easy. It requires a bit of luck, intuition, a sense of humble pride, and something called "usable happiness (is a product
that is simple to use, and makes the user smile every time they use it)". This means the user should never ever feel
helpless or stupid when using a product or service This equally applies to all kind of products, including software ones -
mobile or web apps, websites, etc. When it comes to the usability, there is a big difference between user's assumptions
and reality therefore testing, reviewing, and applying feedback is important in ensuring the balance between useability
and the user experience.
4.4 Digital maturity
In the Digital world, users can have the ability to access large numbers of digital services applications and contents
covering almost every time and everywhere a big part of their daily life activities, personal or professional.
So, the question is: are they able to master all these services by themselves, in other words what is their skills level?
To assess this, the European Commission has been surveying each year since 2015 on the level of skills of the European
population.
Persons that have been using internet during last 3 months are attributed a score on four digital competence domains:
information, communication, content-creation and problem-solving, depending on the activities they have been able to
do. The scores in each domain are basic, above basic, and below basic. There is one more gap with the ability to have
software skills, meaning manipulate features such as word processing, advanced spreadsheet functions, created a
presentation, or written code in a programming language. It can be shown that these software skills can be of
importance on the professional side of the life.
In the last release, while 84 % of European people used the internet regularly in 2021, only 56 % possessed at least
basic digital skills. 31 % with above basic digital skills and 58 % of individuals having at least basic software skills.
With no surprise, the survey show that the skills indicators are strongly influenced by socio-demographic aspects.
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For example, only 48 % of individuals living in rural areas possess at least basic digital skills, as opposite to the ones
living in the cities (62 %).
It should be noted that youth is not a determinant of digital skills and growing up in a digital world does not
automatically make one digitally competent. As demonstrated by the International Computer and Information Literacy
Study, which assesses digital skills of students of 13-14 years old based on a competence test, rather than self-reporting,
young people do not develop sophisticated digital skills just by growing up using digital devices.
The 2030 target of the Digital Compass is that at least 80 % of citizens have at least basic digital skills. But the current
growth is only around 1 % per year.
The conclusion is that alongside the efforts to make to acculturate the population to digital, usability improvements can
be a big help. That is globally the way consumer focused groups are exploring with the digital user centric approach, the
smart identity, and the smart interface program of the user group.
One of the goal of the survey conducted, available in ETSI TR 103 438 [i.1] and ETSI EG 203 602 [i.2] was to try to
understand if, regardless of their skills, users are properly informed of what they can do with their subscriptions and
equipment, have enough knowledge about the services available, and if they know how to activate them, how to
configure them, how to control them, and can easily do that.
Currently, setting up a smartphone is far from easy according to most respondents. More than half of them say that they
do not know how to fully configure their smartphone, of which 15 % say they do not really know how to do it.
According to responders, some cellular parameters are difficult to set, from IEEE 802.11 [i.15] to voice over 4G
(VoLTE), WIFI call (VoWIFI), etc.
34 % of people change the setting of their smartphone less than once a year.
-56 % of responders get online to the personal page of their fixe subscription never or rarely and it is quite the same for
the mobile (53 %). Obviously, for these people, it is difficult to have a good level of knowledge and control.
A lot of people (42 %) do not really know the differences between the successive generations of GSM technologies, and
5G and is different level of implementation does not simplify the situation.
Developing the adoption and use of digital in business is a specific challenge. To succeed in its digital transformation, a
company can ensure the large adoption of digital uses by its employees. However, they often find themselves confused
by the gap between their digital experience in the private sphere and the one they know at work.
Therefore, it is interesting to note that an emerging market has recently appeared under the name of Digital Adoption
Platform (DAP), which are solutions that guide the user step by step, over the application, a bit like a GPS.
The concept is not new. Almost twenty years ago, tooltips were offered to democratize integrated management software
packages and office suites. However, by using Artificial Intelligence (AI), DAPs offer an approach that is no longer
static but dynamic and contextualized. They come to the user's aid precisely when they need it.
Developing user maturity is one of the keys to success for digital transformation. It is one of the components of digital
inclusion. Hence, for the purpose of wanting to see the maturity increase rapidly and prevent the widening of the digital
divide, it is important to develop smart interface, based on the smart identity concept.
4.5 Usage Evolution and digital transformation of society
This clause provides some global data to draw the background.
World population stood at 7,85 billion at the start of April 2021.
At this date, there are 5,27 billion unique mobile phone users worldwide, which means that more than two-thirds of
people on the planet now own a mobile phone, and the number of Internet users reach 4,72 billion, more than 60 % of
the total world population (increasing by 7,6 % in one year).
More than 6 out of 10 people in the world are now online on internet, and the growth is of 7,6 % in 12 months.
ETSI
14 ETSI TR 103 875-1 V1.1.1 (2022-11)
Social media continues to be a key driver of internet adoption, and GWI's latest research indicates that nearly 99 % of
internet users worldwide between the ages of 16 and 64 use every month a social network or messaging platform
connected to the Internet. More than half a billion new users have joined social media platforms in the past 12 months,
bringing the global total to 4,33 billion in April 2021.
3,8 million searches are performed on one of the most used search engines every minute.
Clearly, the digital technology is revolutionizing user's uses in terms of communication, learning and social relations. It
is a whole ecosystem that is part of and reinvents daily lives, in private and professional lives.
If defining the digital transformation as a dematerialized economy based on the exchange of data, shows the rise in the
past 10 years of the advent and quick development of:
• e-commerce;
• e-administration;
• e-payment;
• e-learning;
• music streaming and video on demand;
• telework;
• etc.
All this faculties of online interaction contributes to the inclusion of everyone in the social and economic life in modern
society. That is why the EU included in Directive (EU) 2018/1972 [i.12], article 84 the obligation for Member States to
ensure everywhere on their territory broadband access to the Internet at an affordable price and with sufficient speed to
allow the use of the main
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