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How can you build public trust in government institutions?

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Public trust in government institutions is essential for effective and legitimate governance, especially in times of crisis and uncertainty. However, many citizens around the world are dissatisfied with their governments and perceive them as corrupt, incompetent, or unresponsive. How can you, as a public administrator, build public trust in your institution and foster a positive relationship with your stakeholders? Here are some tips to help you achieve this goal.

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Stephen Van Dine

Senior executive and strategic professional in sustainable development with 20+ years of public sector experience -…
James Patrick

Principal Cloud Architect, UK Gov & Defence, Views My Own

1 Communicate openly and honestly

One of the main factors that affect public trust is the quality and frequency of communication between government institutions and their audiences. You should communicate openly and honestly about your policies, decisions, and actions, and explain the rationale and evidence behind them. You should also acknowledge your mistakes, challenges, and limitations, and show how you are learning from them and improving your performance. By communicating openly and honestly, you can demonstrate your accountability, transparency, and integrity, and reduce the gap between expectations and reality.

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Stephen Van Dine

Senior executive and strategic professional in sustainable development with 20+ years of public sector experience - 208th Banned Canadian from Russia
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In my experience, government decisions that are based on evidence, public consultation and analysis of the two along with doing the due diligence on cost, delivery methods and other complementary with other government priorities goes a long way to bringing robust and legitimate options to decision makers. Public consultation is more than public education. You need both.

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2 Engage and consult with the public

Another way to build public trust is to engage and consult with the public on matters that affect them and their interests. You should seek feedback, input, and participation from a diverse range of stakeholders, including citizens, civil society, businesses, and experts. You should use various methods and channels to reach out to them, such as surveys, focus groups, online platforms, town halls, and forums. You should also show how you are using their views and suggestions to inform and shape your policies and actions. By engaging and consulting with the public, you can enhance your responsiveness, inclusiveness, and legitimacy, and foster a sense of ownership and collaboration.

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3 Deliver results and value

A third way to build public trust is to deliver results and value that meet or exceed the public's needs and expectations. You should set clear and realistic goals and indicators for your policies and actions, and monitor and evaluate your progress and outcomes. You should also report on your achievements and challenges, and demonstrate how you are using your resources efficiently and effectively. You should also showcase your successes and best practices, and celebrate your milestones and impacts. By delivering results and value, you can prove your competence, reliability, and relevance, and increase your credibility and reputation.

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4 Uphold ethical standards and principles

A fourth way to build public trust is to uphold ethical standards and principles that guide your conduct and behavior. You should follow the rules and regulations that apply to your institution and role, and avoid any conflicts of interest, corruption, or abuse of power. You should also respect the rights and dignity of the people you serve and work with, and treat them fairly and impartially. You should also promote a culture of ethics and integrity within your institution, and encourage your colleagues and staff to adhere to the same values. By upholding ethical standards and principles, you can show your respect, fairness, and professionalism, and prevent any erosion or loss of trust.

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James Patrick

Principal Cloud Architect, UK Gov & Defence, Views My Own
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The beating heart of public service is in its name. The public can only be served by putting self interest away and operating for the higher collective purpose. Yes, there are rules and regulations and policies and codes, but words are cheap - and the majority of people know this. Rules are what you comply with when people are watching, because they are by nature performative. True ethics in public service are what you do when nobody is watching; when the auditors are not there, when the committees aren’t reporting, when people surveys aren’t due by deadlines. Get caught doing the right thing and then public trust will increase.

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5 Adapt and innovate

A fifth way to build public trust is to adapt and innovate in response to the changing needs and expectations of the public and the environment. You should keep abreast of the trends and developments that affect your institution and its stakeholders, and anticipate and prepare for any opportunities or challenges. You should also embrace change and innovation, and seek to improve your policies, processes, and practices. You should also foster a culture of learning and experimentation within your institution, and support your colleagues and staff to develop new skills and ideas. By adapting and innovating, you can show your agility, creativity, and leadership, and maintain your relevance and effectiveness.

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6 Build relationships and networks

A sixth way to build public trust is to build relationships and networks with your stakeholders and partners. You should establish and maintain regular and constructive dialogue and cooperation with your internal and external stakeholders, such as other government agencies, civil society organizations, media outlets, and international organizations. You should also seek to understand their perspectives, interests, and concerns, and address any issues or conflicts that may arise. You should also leverage your relationships and networks to share information, resources, and best practices, and to collaborate on common goals and projects. By building relationships and networks, you can enhance your influence, reputation, and impact, and create a positive image and identity for your institution.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you build public trust in government institutions?

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1 Communicate openly and honestly

2 Engage and consult with the public

3 Deliver results and value

4 Uphold ethical standards and principles

5 Adapt and innovate

6 Build relationships and networks

7 Here’s what else to consider

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