Rebuilding Trust in Governance: Leveraging Design and Technology for Transparency and Engagement

As I watched the streets of Nairobi fill with passionate young demonstrators rallying against the 2024 Finance Bill, I couldn't help but reflect on the underlying issues fueling this newness. The energy and determination of these young voices echoed a profound sentiment that has been growing louder in recent years: a pervasive lack of trust in government institutions. This realization prompted me to delve deeper into the erosion of trust in governance, not only within Kenya but on a global scale.

"Each of us and every profession and every institution need trust. We need it because we have to be able to rely on others acting as they say that they will, and because we need others to accept that we will act as we say we will." Onora O'Neill aptly

This exploration revealed a complex web of factors eroding trust and highlighted the need for innovative solutions. Through this article, I aim to share insights into these challenges and discuss how design and emerging technologies can offer strategic solutions to restore transparency and trust.

The Erosion of Trust

Globally, trust in government has been on a steep decline, driven by socio-political and economic upheavals. The World Economic Forum terms this the 'Trust Deficit,' a critical barrier to economic growth and social cohesion across both developed and developing nations.

Several factors have contributed to this erosion of trust. Corruption, exemplified by scandals like Brazil's Petrobras, has severely damaged public trust. Dictatorial regimes have left deep scars, fostering mistrust due to the absence of democratic processes and human rights abuses.

Economic inequality has fueled discontent, with policies favoring the wealthy elite marginalizing large populations, leading to protests and civil unrest. Political instability, seen in Iraq and Afghanistan, disrupts governance and erodes public confidence.

Globalization and rapid technological advancements have disrupted traditional economies, leading to fears about job security and economic stability. These changes often outpace government adaptation, creating a perception of incompetence or negligence. The World Economic Forum's surveys indicate these factors collectively contribute to the decline in trust across governments, businesses, and media.

As former U.S. Secretary of State Madeline Albright puts it, “citizens are speaking to their governments using 21st century technologies, governments are listening on 20th century technology and providing 19th century solutions.”

Kenya's situation mirrors this global trend. Despite being a democracy, Kenya faces significant challenges in maintaining trust among its citizens. Recent demonstrations highlight the frustrations of young people who feel that the government is not delivering on its promises. This sentiment is echoed globally, where autocratic governance is on the rise. According to the 2022 Freedom House report, an overwhelming 70% of the global population now lives under some form of autocratic rule. This rise in autocracy further complicates efforts to restore trust in democratic systems.

The Global Trust Deficit Disorder

The UN Secretary-General, António Guterres, has poignantly referred to the current state of global affairs as suffering from a "Trust Deficit Disorder." This term encapsulates the growing crisis of trust in core institutions of government, business, and media. The COVID-19 pandemic exacerbated this trust deficit, highlighting the importance of trust in science, evidence-based policies, and interpersonal trust among citizens.

Survey data from various sources, including the Edelman Trust Barometer, underscores the trust gap within societies. Higher-income and more educated individuals tend to trust institutions more than their lower-income, less-educated counterparts. Additionally, NGOs are generally more trusted than both governments and businesses. The media, especially traditional outlets, faces growing skepticism, while social media platforms struggle with misinformation and declining trust.

Populism and Polarization: The Twin Threats

The rise of populist leaders worldwide is both a symptom and a catalyst of the trust deficit. Populism thrives on the narrative of distrust towards elites and established institutions, whether in the form of right-wing nativism or left-leaning movements (the revolution around this a story for another day). The convergence of populist rhetoric and the communicative power of social media has significantly altered the landscape of trust in governance

This shift has profound implications for democracies like Kenya. The challenge lies in not only addressing the immediate causes of distrust but also in mitigating the long-term impacts of polarization and the erosion of institutional credibility. The diverse causes of civil unrest—from fuel taxes in France to police brutality in the United States—highlight a universal demand for greater accountability and transparency in governance.

Harnessing Design and Emerging Technologies

To bridge the trust gap, we need to deploy creative strategies leveraging design and emerging technologies. Focusing on transparency, citizen engagement, and education can help rebuild trust in governance, making systems more inclusive and responsive.

Radical Transparency and Accountability: Implementing transparency for all government transactions and decision-making processes can revolutionize governance. This ensures that all actions are verifiable and tamper-proof, significantly reducing opportunities for corruption and increasing public trust. To maintain accountability, governments should develop and deploy real-time public dashboards to track the progress of projects and initiatives. These dashboards, accessible to all citizens, provide up-to-date information on the status of various governmental actions and expenditures.

Citizen-Centric Engagement and Policy Design: Involving citizens directly in the creation and refinement of policies through participatory design processes is crucial. Digital platforms can facilitate large-scale, inclusive deliberations, ensuring diverse voices are heard and considered in decision-making. Robust digital civic engagement platforms can enhance two-way communication between citizens and their government, enabling feedback and participation in virtual town halls. Establishing localized trust networks can bridge the gap between national policies and local implementation, ensuring that governance feels personal and directly relevant to citizens.

AI and Predictive Governance: Artificial intelligence can play a crucial role in predictive governance. By analyzing data, AI can help governments predict and model future societal needs and potential crises, including the impacts of policies like taxation. This proactive approach allows governments to address issues before they escalate, demonstrating competence and foresight.

Media Transparency and Digital Literacy: Collaborating with media organizations to establish transparency standards for news reporting is essential. Fact-checking mechanisms and clear labeling of news sources can help rebuild trust in the media, ensuring citizens receive accurate and reliable information. Launching comprehensive digital literacy campaigns is also crucial. These campaigns can educate citizens about the importance of critical thinking and fact-checking in the digital age, empowering them to discern reliable information from misinformation. Additionally, building capacity in the education system for misinformation and disinformation detection, as Finland has done, can significantly enhance the ability of populations to navigate information landscapes effectively.

Navigating the Future

Rebuilding trust in governance is undeniably complex, but it is achievable through strategic use of design and emerging technologies. By committing to transparency, inclusive engagement, and continuous education, governments can foster systems that earn and sustain public trust. Kenya, and democracies worldwide, can overcome these challenges by adopting these innovative approaches. As we progress through this digital era, let us remember that technology is a means to an end—a tool to enhance the lives of citizens. By placing trust at the core of governance, we can build a future where every citizen feels acknowledged, listened to, and empowered.

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