CONFIDENTIALITY IN THE DIGITAL AGE: EMPLOYEE TRUST IN OUTSOURCED APP-BASED EMPLOYEE ASSISTANCE PROGRAM PROVIDERS

The rapid digitalization of workplace wellbeing services has transformed the delivery of Employee Assistance Programs (EAPs). Many organizations now outsource mental health and counselling services to third-party providers offering app-based platforms. While these digital EAP systems enhance accessibility and scalability, they also raise concerns about confidentiality, data privacy, and employee trust. Employees may hesitate to use these services if they believe sensitive personal information could be shared with employers or external parties. This research paper examines the relationship between confidentiality practices in outsourced app-based EAP services and employee trust. Drawing on existing literature on digital mental health platforms, data privacy frameworks, and workplace wellbeing programs, the study explores the challenges of maintaining confidentiality in digital environments and identifies factors that influence employees’ willingness to use outsourced EAP applications. The paper proposes a conceptual framework highlighting transparency, regulatory compliance, data protection mechanisms, and organizational communication as critical determinants of trust. The findings emphasize that maintaining strong confidentiality standards is essential for maximizing EAP utilization and improving employee wellbeing in the digital workplace.