The Challenge and Opportunity of Building Public Trust in Local Government
Public trust is a seemingly simple - and coveted - ingredient to successful governing.
Public trust is anything but simple. It’s a complicated and layered concept, predicated on a myriad of factors. Almost anything can affect public trust, from global events, political party control, socioeconomic factors, demographics, location, and the economy - just to name a few.
Not only is the concept of “public trust” complicated in its own right, the solutions and strategies to increase public trust in government are equally as varied.
Building and maintaining public trust has long been a challenge for governments. For decades, public trust in the federal government has been in decline. Researchers see the same trend for state and local governments, just at slightly slower rates than federal trust levels.
For the sake of clarity, this article will focus on public trust in local government, and strategies local government leaders may take to increase trust in their communities.
While the public has a bit more trust in their local government than they do state or federal, the decline in public trust is perhaps more apparent - and more important - at the local level.
Why is public trust so important for local governments?
Local government is closest to the people. It’s government with boots on the ground, and perhaps the best representation of a true democracy there is.
That’s why it’s so critically important that local governments pay attention to and make serious efforts to build public trust within their own communities.
Public trust is built on several factors, but two are particularly important for local governments: effective public engagement and reliable service delivery.
Engaging, listening and understanding the needs and limitations of communities - arguably the foundation of public trust - lies solely with local governments. A responsibility that often falls on local government managers and local elected officials.
Public trust is also built on the public’s perception that their government has the capacity and ability to follow through on program and policy delivery. Local governments deliver critical services that directly affect the lives of citizens. Without them, our communities would cease to be civil.
Citizens must trust that their governments are capable of listening to their needs, providing life sustaining services, managing complex programs, and creating equitable policies.
So it’s understandable how local governments may miss the mark on these two trust building factors - public engagement and service delivery. Particularly if managers and other local leaders are not familiar with best practices in these two areas.
The impact public trust has on government operations is significant.
Studies show that public trust directly impacts policy outcomes. For instance, if the public does not trust that a program will actually be implemented, or believe policies may have ulterior motives, public compliance of a new policy, program or regulation may not be achieved.
Similarly, the level of trust the public has with their government has a direct impact on government operations and resources. Successful outcomes of government programs and policies rely on the public to comply, change behavior, or take action.
Bottom line: it’s critically important for governments to prioritize public trust in all aspects of their operations.
What causes a decline in public trust?
As transparency, responsiveness, accountability, engagement and service delivery contribute to building public trust, their absence contributes to its decline.
Surveys indicate that perceptions of inequality and the spread of misinformation also contribute to a decline in public trust of government. The pandemic has added an additional layer of complexity to this already challenging issue.
Levels of public trust at any given time are sometimes influenced by political ideology, generations, and by race and ethnicity. Typically, the party holding the presidency reflects higher levels of public trust, as do older generations.
So what can local governments do to build public trust?
Commit to transparency.
Transparency is perhaps the best anecdote to a decline in or lack of public trust. According to Deloitte, public trust can be built by leaders following through with promises and for there to be genuine intention behind their actions. Local leaders should incorporate transparency into all aspects of operations. Here are a few examples:
Create two-way communication channels with the public in order to share information and receive their feedback. Consistently update this channel to build reliability and trust.
Map decision-making processes and make them available to the public. Often the public claims they do not know about a critical vote until it’s too late. Decisions are made quickly in local government, so it’s important to be thoughtful in how the public may perceive a decision before announcing it. Better yet - include the public in discussions prior to making a decision if at all possible.
Be honest with the public about any shortfalls. If plans change due to unexpected circumstances or budget issues, communicate these changes with those affected as soon as possible. Transparency during difficult times builds trust.
2. Commit to consistent and reliable service delivery.
Providing consistent and reliable services to the community is the goal of all local governments.
Local leaders should always be looking to implement best practices and hire innovative change-makers. Staying ahead of technology and trends that can positively impact service delivery and create efficiencies is a win-win for localities and the public.
Thinking long-term is also the responsibility of local governments. Anticipate the needs of citizens, so they do not feel the impact of a poorly implemented program or project down the road.
Communicate disruptions to service delivery early and often. Developing a consistent communication channel for citizens to rely on is important, but so is proactively reaching out to affected communities. The goal is for citizens to not call the City for updates because they already have them.
3. Commit to equity.
Equity is the crux of public trust. Without equitable engagement, program delivery, or policy application, there is no way neglected groups will trust their government. Why would they?
Build fairness into the design of policies and regulations. This means taking time to consider how a policy may unexpectedly impact a group or community. Third-party reviewers may be necessary to ensure objectivity.
Consistently apply policies, regardless of leadership or staffing levels. Creating and updating in-depth Standard Operating Procedures and committing to regular training can ensure policies and regulations are enforced as equitably as possible. Developing metrics and feedback opportunities are also critical to ensure policies are implemented fairly.
Treat all businesses and communities equitably. Take time to develop custom public engagement strategies for each neighborhood. Yes, this is time consuming, but not all communities can be engaged in the same way due to socioeconomic differences. Additionally, all businesses should be treated the same - whether they regularly pay their taxes or have several code violations.
Public trust is complicated and layered, but it’s not impossible to build if lacking. It takes time to consistently incorporate trust building factors into daily operations. But most importantly, it requires all local leaders to commit to these worthwhile strategies.
_ _ _ _ _ _
If you need help implementing your communication strategy to build trust in your community, you’ve come to the right place. Follow me!
