Rebuilding Public Trust in Government: A Three-Pronged Approach

FREMONT, CA: Public trust in government has reached an all-time low, influenced by factors such as increasing inequality, political polarization, the impact of climate change, and economic downturns. Low-income residents, who most need government services, have experienced a significant decline in trust. This erosion of trust affects individuals and harms businesses and overall economic prosperity. To address these challenges, state, community, and business leaders should focus on improving customer satisfaction, making government interactions accessible, empowering residents to engage, and rebuilding public trust in government.

Providing equitable services to citizens is the primary objective of government. To achieve this, governments must address the underlying causes of disparate levels of customer satisfaction, particularly among marginalized groups. Accessibility is crucial, and governments can enhance it by designing consistent and convenient delivery channels. Research shows that most residents prefer digital channels, but they often have to switch between channels multiple times, causing frustration. Low-income residents' lack of access to smartphones and digital devices further exacerbates their challenges. Governments must ensure digital accessibility while considering the needs of low-income populations who may lack access to technology. In-person access to government services is increasingly difficult due to limited public transportation. Using human-centered design and gathering resident feedback can help identify and address these barriers. Investing in government employees' capabilities in customer experience and promoting workforce diversity are crucial steps to building trust by reflecting the diversity of the communities they serve.

Governments often use complex language and jargon in their communications, making it difficult for residents to understand important information about benefits and services. This can create barriers to access. It is essential to use plain language that all residents can readily understand to make government programs and services more accessible. Plain language improves communication, enables better feedback, and empowers residents to engage with their governments. It is especially important for residents with varying education levels and language proficiencies. When residents understand government communications and can navigate processes easily, they are likelier to seek the services they need and engage in civic life. Positive interactions with state services also lead to cost savings, as satisfied customers require fewer phone calls and in-person visits. Lowering the cost to serve benefits government agencies, taxpayers, and service recipients.

Governments at all levels have a unique opportunity to rebuild public trust, especially when it is at a historic low. With increasing inflation and living costs, low-income residents heavily rely on government support. Governments can better serve all residents and improve customer satisfaction by listening and engaging with communities. Focusing on customer experience has a significant impact, as even a one-percentage-point increase in customer satisfaction can lead to a corresponding increase in trust in state government. Improving customer experience could potentially double trust among constituents. For business leaders, government trust is directly linked to economic growth and development. By creating better experiences for residents, governments foster an environment that supports business innovation and national economic prosperity. Stable and effective government becomes a critical business risk management strategy and investment in a vibrant and innovative community.

Rebuilding public trust in government requires a three-pronged approach: making government interactions accessible, empowering residents to engage, and rebuilding public trust. Governments must improve accessibility by providing consistent and convenient delivery channels, particularly digital ones while considering the needs of low-income residents. Empowering residents through plain language and clear communication enables them to engage with government services and participate in civic life.