Building Trust In Government

When government speaks, trust is either built or broken. And sometimes, it’s broken in just three words and an emoji. That’s exactly what happened last week—and Ghana Twitter was in uproar. Under a video advertising the home service delivery of IV transfusion, the official account of the Food and Drugs Authority, the nation’s regulatory authority, had responded: “STOP BLEACHING PLEASE!!!! 🤦🏽♀️” On one hand, the concern is valid. Skin-bleaching drips are unsafe and unapproved. But on the other hand—this wasn’t a personal page. This was the official voice of the State. And when the State speaks like this, three things happen: 1. Credibility weakens - Sarcasm replaces authority. 2. Public trust erodes - Citizens question if they can take government communication seriously. 3. A bad precedent is set - suggesting emotion and improvisation are acceptable substitutes for structured, responsible messaging. What should have happened instead? A factual, calm, and clear statement: “IV drips for skin bleaching are not FDA-approved. They pose serious health risks, including organ damage. The public is advised to avoid such procedures.” See the difference? One alienates, the other educates. One is reactive, the other protects credibility. The uproar was justified. And it reveals something bigger: governance communication in Ghana needs structure. Tone guides. Training. Internal checks. And yes, consequences when standards are breached. Because government communication isn’t casual content—it is the representation of state authority. When institutions speak, they shape how citizens see them — and ultimately, how citizens trust them. Structure is not optional. It’s the bedrock of credibility. Citizens deserve clarity. Institutions need discipline. And government communicators must remember: every post is policy in public view. #governancecommunication #civicengagement #ghanapolitics #publictrust

No Trust, No Transformation. Period. AI is becoming ready for the healthcare frontlines. But without trust, it stays in the demo room. At every conference, HIMSS, HLTH Inc., Society for Imaging Informatics in Medicine (SIIM), and even yesterday’s HLTH Europe’s Transformation Summit tech dazzles. AI, cloud, interoperability...are ready to take the stage. And yet, one thing lingers in every room: TRUST. We celebrate the breakthroughs and innovation, but quietly wonder: Will clinicians actually adopt this? Will patients accept it? It’s unmistakable…If we don’t solve the trust gap, digital tools remain in demo stage, not becoming an adopted solution! This World Economic Forum & Boston Consulting Group (BCG) white paper was mentioned yesterday at the health transformation summit by Ben Horner and was heavily discussed during our round table conversation at the summit. It lays out a bold vision for building trust in health AI and it couldn’t come at a more urgent time. Healthcare systems are under pressure, and AI offers real promise. But without trust, that promise risks falling flat. Here are some of the key points summarized by AI from the report “Earning Trust for AI in Health”: • Today’s regulatory frameworks are outdated: They were built for static devices, not evolving AI systems. • AI governance must evolve: Through regulatory sandboxes, life-cycle monitoring, and post-market surveillance. • Technical literacy is key: Many health leaders don’t fully understand AI’s risks or capabilities. That must change. • Public–private partnerships are essential: To co-develop guidelines, test frameworks, and ensure real-world impact. • Global coordination is lacking: Diverging regulations risk limiting access and innovation, especially in low-resource settings. Why it matters: AI will not transform healthcare unless we embed trust, transparency, and accountability into every layer from data to IT deployment. That means clinicians/hcps need upskilling, regulators need new tools, and innovators must be part of the solution, not just the source of disruption. The real innovation? Building systems that are as dynamic as the technology itself. Enjoy the read and let me know your thoughts…

Trust isn't complicated. But most people get it wrong. Let me explain. I analyzed 500+ sales conversations and found something shocking: The highest-performing reps weren't using fancy trust-building techniques. They were using these 3 simple triggers that nobody talks about: 1. Real-time validation 🚫 Not customer logos 🚫 Not case studies 🚫 Not testimonials But showing prospects LIVE: → Who's viewing their content right now → Questions others are asking → Active engagement metrics Result? 73% higher meeting show rates. 2. Reverse referrals Instead of asking for referrals, document exactly: → How others found you → Their specific journey → Their exact results I tested this with 50 prospects: ✅ 41% response rate ✅ 28% meeting rate ✅ 19% close rate 3. Ambient reassurance Small, consistent actions that build trust: → Weekly performance updates → Public progress tracking → Regular capability proof My team's results: ✅ Trust scores up 47% ✅ Sales cycle shortened by 31% ✅ Close rates increased 22% Here's what nobody tells you: Trust isn't built through big gestures. It's built through small, consistent actions that prove you're reliable. I implemented these triggers last quarter: → Pipeline increased 52% → Close rate jumped 31% → Average deal size up 27% I’ve broken down this full framework above so you can study it, save it, and start applying it immediately. Remember: While others focus on complex trust-building strategies, these simple triggers consistently outperform. Ready to transform your trust-building approach? Let's connect. #SalesStrategy #TrustBuilding #B2BSales #GrowthHacking #RevenueLeadership

Trust in American institutions has been declining for years. Today less than half of Americans trust health care leaders, and health care journalism is rated last in terms of trust from America’s public—all according to the 2024 Edelman Trust Barometer. While some researchers say the phenomenon of mistrust isn't new and has come in waves across a century of American history, the recent Edelman findings feel especially troubling now as we look ahead to the future of US health care.    No one has all the answers on where to go from here, but as I consider the road ahead, I’m grounded in part by the strategies shared by David Rousseau and Noam Levey on separate past episodes of the podcast I host with Don Berwick, Turn on the Lights. The strategies they each offered for building public trust in journalism can be applied by health care leaders in the work we do every day --   1. Be transparent about your methods. Show people the data, sources, best practices that inform your thinking.   2. Have the humility to know you don’t always know the answers.    3. Bring in local expert voices that your community/audience connects with and trusts, and make sure those voices are diverse.   4. Use plain language, never jargon. Connect with people in their terms and on their terms.    5. Make people/patients the focus, always. Put their experiences, needs, assumptions, point of view at the center of EVERY cause, case, and communication you make.    Trust is crucial for optimal functioning of the health care system. Whether you’re a health care journalist, leader, or provider you can put these strategies to work and contribute to our collective rebuilding of trust in health care.    For more, listen to past episodes of Turn on the Lights here: https://bit.ly/3YWXL5f and explore IHI’s theory of how to repair, build, and strengthen organizational trustworthiness in health care: https://bit.ly/40MNQkh. 

Even now—after the silence, the suspicion, the cut funding—scientists and engineers are still showing up. Still working in labs, still mentoring students, still building the future. But the question hangs in the air: Who is standing up for us? I’ve been speaking with colleagues and there’s a shared feeling growing beneath the surface: disappointment. Not just in how science has been politicized, but in the silence that followed. In 2020, the scientific community did something extraordinary. We delivered—fast. Diagnostics, vaccines, monoclonal antibodies, and therapeutics developed and deployed in months instead of years. Lives saved. Catastrophe mitigated. And yet, that moment of collective effort was twisted. Not into gratitude. Not into celebration. But into a conspiracy theory. A weapon of mistrust. The result? A public that seems to have forgotten what we did—and worse, no longer sees science as something worth defending. That silence has been deafening. But maybe part of that’s on us. While academic media outlets churned out stories on sports and identity politics, we let the real stories—the stories of discovery, resilience, invention, and public service—slip by unnoticed. We didn’t do enough to tell the stories of our scientific and engineering heroes. Of the people who stayed in the lab while the world shut down. Of those who built the tools that saved lives—and continue to build the future while under threat. I tried to tell one of those stories here: https://lnkd.in/gz7Qr5p7 About microfluidics, and about pandemic heroes like Jonathan Didier and James Crowe. We need more of that. More stories of the scientists, engineers, and public servants who’ve quietly shaped our world for the better. More narratives that show the value of public research, not in abstract terms, but through real people and real impact. More visibility for those building a better future—not those tearing it down. If you’re in science or engineering, share your story. Name a hero. Tag your media office. It’s not that the public doesn’t want to hear from us. It’s that we haven’t made ourselves impossible to ignore. That has to change—and it starts with telling better stories.

When I became Chief of Police in Minneapolis, our city was in crisis. Violent crime had surged, the Minneapolis Police Department had lost hundreds of officers, while public trust in law enforcement and morale among the cops who remained had plummeted. In Governing magazine, I outline how the MPD is proving that reform and crime reduction are not opposing goals. Through transparency, community engagement, and data-driven strategies, we are working to rebuild trust while tackling serious crime. From precision policing strategies and community-led interventions, we are charting a new path—one that recognizes you can’t have public safety without the public. Minneapolis’ journey is far from over, but the early results are promising. Crime is declining, and confidence in the MPD is improving significantly. We’re starting to rebuild the police force. Other cities grappling with similar challenges can take away a key lesson: meaningful police reform and effective crime prevention must go hand in hand. #PublicSafety #PoliceReform #CommunityPolicing #Leadership #Minneapolis #LawEnforcement

Brilliant Initiative in Public Service In Baghpat, the SP recently conducted a legal knowledge exam for SI and SHO candidates, ensuring that only those with deeper subject knowledge would be entrusted with charge. This step emphasizes merit-based accountability within the police force, a practice that strengthens both institutional credibility and public trust. However, alongside legal knowledge, equally critical is training in communication, empathy, and public behavior. 1. Studies highlight that over 60% of public grievances against police globally stem not from lack of legal understanding but from miscommunication and perceived misconduct. 2. The UN Handbook on Police Accountability stresses "people-centric policing" where officers are assessed not just on technical skills but also on their ability to engage with citizens respectfully. 3. Countries like UK, Japan, and Singapore have institutionalized behavioral training, leading to 30–40% higher public trust levels compared to regions where training is limited to law enforcement. If such dual-assessment systems (legal + behavioral) are introduced across all government departments in India, it could drive a cultural shift toward performance, transparency, and citizen-first governance. A small step in Baghpat could be a template for nationwide reform.

In my pre-Bain life I did a fair amount work focused on making government payments accessible, easy to use, and modern. Recent DOGE efforts draw attention to the need for improvement, but I fear the result will be chaos. But it is a wake-up call for how we can do better. Payment enabled eGov solutions ought to be seamless, secure, and efficient. Instead, they are often a mess of inefficiency, manual processes, and legacy systems that frustrate both citizens and businesses. Governments can (and must) do better. Based on my work with municipal, state/provincial, and national agencies here in the U.S. and abroad, here are my suggestions: 1️⃣ Go digital—but do it right Paper checks and manual processing should be relics of the past. e-payments reduce costs, increase speed, and improve security. But modernization needs to be done strategically, not as a rushed power grab. The Government Finance Officers Association (GFOA) stresses the importance of clear policies to ensure smooth implementation. 2️⃣ Prioritize security and access controls One of DOGE’s biggest missteps was attempting to override Treasury’s existing safeguards. To retain trust, governments need to implement robust security protocols, multi-factor authentication, and access restrictions to prevent unauthorized use of sensitive financial data. 3️⃣ Build transparency and accountability Every payment should be auditable, and every decision should be accountable. Establishing clear oversight mechanisms prevents fraud and ensures public trust. Solutions like real-time transaction monitoring and transparent reporting help keep everyone honest. 4️⃣ Leverage APIs and interoperability Government payment systems should integrate seamlessly with banking infrastructure, tax agencies, and social services. APIs allow for better data exchange, reducing processing delays and ensuring more efficient fund distribution. 5️⃣ Ensure 24/7 availability Citizens rely on government payments for essentials. Government agencies can take advantage of round-the-clock payment rails. But real time payment infrastructure isn't enough. Gov agencies need redundancy measures in place to prevent downtime and must streamline internal processes to ensure that benefits and refunds aren’t delayed by bureaucratic inefficiencies. 6️⃣ Use smart reporting and analytics Robust data analytics can help detect anomalies, optimize agency cash flow management, and prevent fraud. Government entities should invest in AI-driven insights to improve forecasting and decision-making. The Path Forward Government payment modernization isn’t just about technology—it’s about trust. DOGE’s overreach highlights the dangers of prioritizing speed over thoughtful execution. The alternative? A strategic, well-governed shift toward digital, secure, and interoperable payments that serve the public good. The stakes are too high to get this wrong. Let’s make sure we get it right. (photo is me in Islamabad back in 2016)

This is how we maintain the precious trust that Singaporeans have in the Government. When the Covid-19 pandemic broke, the authorities introduced the TraceTogether and SafeEntry digital systems. During the acute phase of the pandemic, these were necessary for our contact tracing efforts and the implementation of community safe management measures. However, there were concerns over Government surveillance, the honeypot risks for cyber-attacks due to the sensitive nature and large volume of personal data collected, and misuse or abuse of personal data for purposes unconnected to pandemic control efforts. The third prong of risks identified above led to the Government promulgating specific legislation in 2021 to specify and limit the police's access to and use of TraceTogether data to only seven categories of serious crimes, including murder and terrorism. As the threat of a severe Covid-19 outbreak abates, it is only right that the Goverment now dismantle the digital infrastructure for TraceTogether and SafeEntry, and delete all the personal data collected. The sole exception being the TraceTogether data connected to a murder case in May 2020. Public trust is a precious asset that Singapore has to enable quick, effective and even intrusive Government actions to resolve problems and deal with crises. The quid pro quo is Government transparency, honesty, self-restraint, and accountability. With the sunsetting of TraceTogether and SafeEntry, and the deletions of the associated personal data, the Government has demonstrated why it is worthy of that trust. #personaldata #tracetogether #publicpolicy #governance #publictrust

How do you rebuild public trust in government services? You start by listening—and automating wisely. The UK public sector faced a familiar challenge: – Long wait times for citizen responses – Disconnected document systems – Poor visibility into service progress These gaps were causing frustration on both ends—citizens and council staff alike. The solution? A GenAI-powered transformation. We introduced a modular GenAI system designed to: ✔️ Automate repetitive query responses ✔️ Parse and understand documents at scale ✔️ Keep citizens updated in real time ✔️ Free up staff to focus on more complex work 3 core AI agents made this possible: 1. Document Understanding Agent – Extracted insights from forms, complaints, and FOI requests 2. Engagement Agent – Tracked cases and pushed timely updates 3. Conversational Agent – Responded with accurate, context-aware replies All tightly integrated with the council's CRM and document systems—ensuring control, compliance, and oversight. The results: – 50% faster response times – 22% increase in citizen engagement – Lower staff workload – More transparency and trust This project didn’t just modernize service delivery—it changed how councils engage with communities. GenAI isn't just about automation—it's about building smarter, more human-centered systems. [Explore More In The Post] Don’t Forget to save this post for later and follow @digitalprocessarchitect for more such information.