Building trust through state action

📢 Enhancing Democratic Trust Through Data-Driven Public Communication A new report by the Joint Research Centre (JRC) of the European Commission sheds light on the critical role of trustworthy public communication in strengthening democracies. 📊 Key Data Insights: Public Trust and Governance: Trust in government correlates strongly with the quality of governance. For instance, countries with high governance quality, such as Norway and Sweden, also exhibit high public trust levels. Conversely, in countries like Romania and Mongolia, low governance quality aligns with low trust levels. Impact of Trust on Compliance: Higher trust in public administrations can significantly influence compliance with public policies. For example, increased trust in health authorities could save millions in healthcare costs by improving compliance with vaccination programs. During the COVID-19 pandemic, misinformation cost the Canadian healthcare system at least $300 million due to lower compliance with health guidelines. Survey Insights: Values-Based Messaging: A survey of 1,548 participants across CZ, EL, FR, and SE revealed that transparency and clarity in public communication are paramount to building trust. Political Moralization: Involving 2,324 participants across DE, DK, FR, PL, PT, RO, and the US, this survey highlighted the need for public communicators to address the moral implications of policy decisions transparently. COCOMI Project: Data from 5,228 participants in DE, EL, IRL, and PL underscored the importance of engaging citizens in meaningful dialogue to understand their values and concerns better. 📈 Tangible Numbers: Economic Impact of Misinformation: Addressing misinformation proactively can prevent substantial economic losses. The $300 million cost to the Canadian healthcare system is a stark reminder of the financial implications of unchecked misinformation. 🌍 Broader Implications: Values Segmentation: Instead of targeting individuals, segmenting audiences based on shared values can create more resonant and effective messages. This approach ensures that public communications are transparent and accountable. Pre-emptive Strategies: Engaging with public concerns before policy implementation can build trust and combat misinformation. Effective pre-emptive communication can mitigate misunderstandings and establish public communicators as reliable information sources. Evaluation and Skill Development: Ongoing evaluation of communication strategies is crucial for their success. Developing new skills and competencies in public communication professionals will be essential to address future challenges in the information ecosystem. Authors: Laura Smillie, Mario Scharfbillig Download: https://lnkd.in/dEcx5gES EU Science, Research and Innovation

Trust in government is at historic lows. But I’ve noticed that the closer you get to local government, the more trust tends to grow. Why? Because at the local level, accountability isn't an abstract concept. It's the mayor you see at the grocery store or the city council member whose kids go to school with yours. When your trash doesn't get picked up, you know exactly who to call. When the pothole on your street finally gets fixed, you know who deserves credit. Proximity creates accountability. Visibility builds trust. This insight has powerful implications for how we think about governance at every level. When Mike Johnston became a State Senator, he deliberately placed his office right in the heart of his district, where constituents could literally walk in with their concerns. When Seth Moulton opened his congressional office, he insisted it be in a glass-fronted space directly off the train station - maximum visibility, maximum accessibility. Their decisions about where to place their offices are powerful philosophical statements about who the government serves and how accountable it should be. As leaders progress from local to national roles, maintaining this connection becomes more challenging. Washington DC is physically and psychologically distant from most communities. Bureaucracy creates layers of separation between citizen and representative. But the leaders who maintain trust even as they rise find ways to preserve that local connection, with offices strategically placed in the community, staff empowered to solve problems (not just take messages), and regular, meaningful opportunities for unfiltered constituent interaction. When citizens can see their government working, when they can reach out and touch it - that's when trust can begin to rebuild. And in today's climate, rebuilding that trust might be the most important work we can do.

One of the most important steps any government should take upon assuming power is to establish a social listening team. A team dedicated to understanding what the average citizen is genuinely thinking and feeling—free from the filters of political bias, partisan rhetoric, or blind loyalty. Governance isn’t just about implementing policies; it’s also about perception management. In Ghana, for instance, where surveys have shown declining trust in governmental institutions, effective social listening could provide critical insights into the ‘true state of the nation’ from the perspective of the people. This doesn’t have to involve a large, formal structure. By leveraging social listening tools, monitoring opinion leaders on social media, and having real conversations with everyday Ghanaians—trotro mates, market traders, hawkers—a government can gather valuable feedback. These insights can then guide decisions and messaging to reinforce hope, build trust, and align leadership with the needs of the citizens. Governments that prioritize listening are better equipped to lead. After all, leadership is about connection. #SocialListening #CitizenEngagement #PublicRelations #GovernmentRelations H.E John Dramani Mahama #MahamaThePresident #BrandBuilding

Here are 7 lessons to improve government efficiency. True transformation in any organization begins with one simple but powerful idea: listening. Secondly, is act on it. Rinse and repeat. By harnessing the voice of the people, we can build a more responsive, efficient, and impactful government that is in service for the People. Here are the actions to achieve this: 1. Start with the People Government transformation must begin by understanding the needs, frustrations, and aspirations of the people. By collecting real-time feedback and humanizing data, agencies can design services that meet citizens where they are. 2. Create a Feedback Loop Continuous listening is not just a tool it is a mindset. Establish feedback channels that inform decisions at every level of an organization, ensuring that the voice of the people is central to driving effective, efficient, and resonant services. 3. Leadership Commitment and Accountability Leadership at every level must identify it as a top priority and ensure accountability at every level. Leaders must visibly champion people-centered initiatives, allocate the necessary resources, and create governance structures that embed the voice of the people as the fuel of accountability into their organization. 4. Break Down Silos with Shared Goals Collaboration across agencies based on the needs of the people should be the foundation - and organization must align accordingly. Shared goals, integrated systems, and cross-functional teams will streamline services and improve outcomes and builds public trust. 5. Make Metrics Actionable Metrics like satisfaction scores are important, but they’re not enough. Focus on actionable insights that show how well government services are meeting the needs of the People. 6. Focus on Omni-Channel Excellence Citizen engagement happens everywhere—through digital platforms, contact centers, and in-person interactions. Contact centers are more than just cost centers; they’re value centers where meaningful connections happen. By integrating insights from all channels, agencies can create seamless experiences that reflect the needs of the people and transform service delivery into a competitive advantage. 7. Lead with Trust and Transparency Citizens expect government to act on their feedback. This improves trust. Transparency in decision-making and visible results create a cycle of trust that fuels further engagement. We have clear proof that this is already the case where done well. By listening deeply to those we serve, we can transform government the right way. Creating efficiency not for its own sake, but to better deliver on the promises we make to citizens every day. Transformation is about more than tools and systems; it is about putting people at the center of decision making that will improve efficiency of goverment. #Leadership #Management #Government #CustomerExperience #EmployeeExperience #OmniChannel #Transformation #CivicTech #Technology