Maintaining public trust in strained sectors

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. 

When I co-founded Children Learning through Outdoor Experience (teachchloe.org) more than five years ago, it rolled out as an agriculture education initiative. The truth is, I didn’t found ChLOE just because I wanted people to understand farming. I had an ulterior motive. I could see public trust in agriculture slipping away, and the urgency of the situation was clear. Any farmer's freedom to operate ties to the industry's social license - the privilege of operating in a society with minimal restrictions and regulations through maintaining public trust. Trust equals freedom and business efficiency. Lack of confidence leads to burdensome operations, negative media and increased cost of doing business. Trust in agriculture, including the people and companies that work in the industry, positively influences consumer attitudes, purchase intentions, and actual buying behavior. Loss of trust leads to increased regulation, reduced sales and damage to agriculture’s reputation. Research shows that shared values are three to five times more important to the public than technical prowess or scientific data. Rather than relying solely on scientific evidence or proof of increasing efficiency, agriculture must quickly shore up public trust. We must prove our trustworthiness through words and action, resulting in alignment with consumer values around environmental stewardship, animal welfare, and food safety. Earning and maintaining consumer trust requires ongoing engagement and demonstration of responsible practices. This ongoing effort is crucial, as it requires leaders in agriculture to engage the public, fearlessly ask questions about our practices, and then deeply consider how our practices and promises align with what we hear. Agriculture must continuously show its commitment to the public through production improvements, willingness to listen and thoughtful information sharing. It's about talking the talk and walking the walk. Engaging the public also offers myriad advantages to agriculture. Continuous consumer engagement keeps agriculture attuned to evolving consumer preferences and concerns. Regular interaction creates opportunities to showcase innovations and improvements in farming practices. This dialogue can inspire new ideas and collaborations that benefit agriculture and consumers. By prioritizing consumer trust through transparency, shared values, and genuine sustainability efforts, agriculture cannot only maintain its social license and freedom to operate, but also reap the benefits of increased consumer loyalty, positive reputation, and business efficiency.

I am thrilled to share our new paper: “Building and Maintaining Trust ‘Even When Things Aren’t Going Well’: Meta-Regulation Through an Explicit Psychological Contract,” just published in Public Administration Review! Using ethnographic methods, we examined how an explicit psychological contract (EPC) contributed to building and maintaining trust between a healthcare regulator and five hospital leaders, facilitating a learning-oriented, meta-regulatory approach that supports service improvement. The EPC (included in our paper) outlines the reciprocal obligations and behaviours that governed the relationship between hospital leaders and their regulator in pursuit of a shared partnership goal. Our analysis reveals how the intentional and consistent activation of this EPC fostered the development and maintenance of trust, even in the face of challenges, promoting a more collaborative approach to service improvement. Some important insights: - Traditional hierarchical regulation often leads to superficial compliance rather than genuine, sustainable improvement. - An EPC acts as a powerful tool in fostering an adaptive, reciprocal, and trust-based relationship by clearly articulating mutual obligations. -  Embedding the EPC into regular meetings focuses attention on the ‘fulfillment’ of the EPC in a routine way, which builds trust. - When a breach of the EPC occurs, one or both parties assess potential risks and benefits for trust relations, and may choose to trigger (or not) a collective discussion to understand why one or both parties failed to uphold the EPC’s obligations. Read the full paper here: https://lnkd.in/g8puKWs5 #metaregulation #psychologicalcontract #trust #improvement #regulation #healthcare #publicsector with Graeme Currie Tina Kiefer John G. Richmond PhD and @Sir Julian Hartley

Bridging Sectors: Lessons from the Private Sector for Public Service & Development Last week, I had the privilege of speaking at the PRSK Townhall, sharing insights on how the private sector's best practices can transform government communications and public service delivery. Drawing from my experiences across the public, private, and international sectors, here is a snapshot of the lessons I touched upon: Strategic & Proactive Communication: Private companies plan communication strategies aligned with business goals. Governments can benefit from this approach by proactively aligning messaging with national development objectives, staying ahead of the narrative, and maintaining public trust. Crisis Communication: In the private sector, crisis communication is swift and transparent. Governments should have robust crisis communication plans to address issues quickly, maintain public trust, and communicate effectively during emergencies (e.g., natural disasters, political unrest). Relationship Building: Private companies build long-term relationships with key stakeholders. Governments should engage citizens regularly through consultations and town halls to ensure policies reflect public concerns and foster inclusivity. Digital Platforms & Social Media: Private companies use social media for engagement and brand-building. Governments can leverage digital platforms for real-time public engagement, ensuring transparency and reaching younger demographics through two-way communication. Brand Consistency & Market Research: Private companies assess brand messaging and customer feedback to refine strategies. Governments can build a strong national brand with consistent, transparent messaging. Performance monitoring of public information campaigns can be used for effective branding of projects; building citizen trust; or even advocating for Kenya’s candidacy in international organizations like the African Union Commission (AUC). Cross-Functional Collaboration: In the private sector, departments collaborate for unified messaging. Governments can replicate this by fostering inter-ministerial collaboration to align communication efforts and drive national goals. Internal Communication: Private sector success relies on strong internal communication that boosts employee morale, aligns teams with business goals, and turns staff into brand ambassadors. Governments can benefit from enhancing internal communication across agencies and ministries. Regular briefings, information sharing, and collaborative task teams can ensure that everyone is aligned on the national agenda. Takeaways: • Develop proactive communication plans aligned with national goals • Engage citizens, media, and stakeholders consistently • Leverage digital platforms for real-time engagement • Implement crisis communication strategies • Build a strong national brand with transparent messaging • Measure impact through surveys and media monitoring #StrategicCommunications #PublicService

Enhancing Reputational Risk Management As leaders in the field of risk management, we understand that reputation is a cornerstone for trust and respect in public institutions. The OECD Forum on Tax Administration report, Enhancing Reputational Risk Management, provides actionable strategies to navigate this complex landscape. Key Insights: 1️⃣ Reputation as an Asset: Trust and respect are pivotal for voluntary compliance. A damaged reputation can lead to increased non-compliance and resistance to systemic changes. 2️⃣ Proactive Management: The Reputational Risk Maturity Model empowers organizations to self-assess, identify gaps, and implement best practices for sustained improvement. 3️⃣ Integrated Framework: Combining risk management, crisis management, and effective communication ensures robust protection against reputational threats. 4️⃣ Employee Empowerment: Training and engagement are critical to fostering a culture where every team member contributes to reputation management. 📈 Top Recommendations: Leverage tools like the Error Prevention Self-Assessment Tool (EPSAT) and Internal Fraud Risk Self-Assessment Tool (IFR-SAT) to identify vulnerabilities. Adopt a multi-level maturity model to track progress and align strategies with organizational goals. Enhance data analytics to monitor and forecast public sentiment. Maintain transparent, proactive communication to strengthen stakeholder confidence. 🌍 Impact of COVID-19: Tax administrations have demonstrated their resilience by pivoting to support citizens during crises, showcasing their integral role in recovery efforts. This period offers a unique opportunity to build long-term "reputation equity." 💡 Let’s continue fostering innovation in reputational risk management to enhance trust and effectiveness across our institutions. Interested in learning more? Connect with me or share your thoughts below! #RiskManagement #Reputation #Leadership #PublicSectorExcellence

⚠️ 98% of UK rivers contain TFA, a persistent ‘forever chemical’. But this isn’t just an environmental concern. It’s a trust reckoning. [via BBC News] Water companies are investing heavily in environmental performance. But as the River Health Index shows, trust doesn’t automatically follow performance. 🔹 Only 25% of the public trust water companies to take responsibility for river health 🔹 Just 10% trust company-reported data, while 38% trust independent monitoring 🔹 64% want clear, unbiased information — and for most, that means data they can believe because it comes from outside the system. ✅️ This is the moment to lead. Not by publishing more data. Or following 'business as usual'. But by making it independantly verifiable, visible, and aligned with public expectations. The River Health Index and CMaaS® platform are already enabling that shift. Together with our cross-sector partnership, they connect robust environmental delivery with the independent validation that builds public confidence. Continuous Water Quality Monitoring (CWQM) accounts for just 0.7% of the sector’s capital budget, yet it will carry the greatest visibility and reputational significance in the eyes of the public. Treating CWQM as an "end-of-pipe" compliance obligation misses the point. This is not just another procurement exercise about monitoring. It is a generational opportunity to rebuild public trust and renew the sector’s social licence to operate. To those shaping the next phase, the opportunity is clear. Environmental progress is real. But trust is still missing. Let’s fix that together. 📖 Read the BBC coverage: https://lnkd.in/eaytVtVq #RiverHealth #PFAS #TFA #TrustInfrastructure #AdditiveCatchments #RHI #CMaaS #PublicConfidence #EnvironmentalGovernance Nicole Alley Robin Price Jason Tucker Karen Thompson (MCIPS) Martin Crawford Adam Brookes Shaunna Berendsen Brian Cox Christopher Yates Adam Cartwright Peter Simpson Lila Thompson MCIEx (Grad) Oliver Grievson Hedvig Lyche Wendy Manuel

David Ogilvy, the Father of Advertising, once advised: 'Tell your prospective client your weaknesses before they notice them. This will make you more credible when you boast about your strong points.' The nonprofit sector is losing public trust, in part because we focus solely on sharing our success stories while avoiding discussions of our failures. Yet, people see those failures every day—driving past homeless encampments, they witness the gaps in our system. To rebuild trust, we must be transparent, sharing not just our victories but also our challenges and setbacks. It's human nature to hide our mistakes, much like no one proudly announces their failures at a class reunion. But authenticity, openness, and honesty are what resonate with people—and that's what's missing in the homeless sector. By communicating the whole truth, we can start to rebuild the trust that has been lost.

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.

The Power of Good Governance in the Public Sector: Building Trust & Driving Investment In today’s interconnected world, good governance is no longer just a principle—it’s a competitive advantage. Strong governance in the public sector fosters transparency, accountability, and efficiency, creating a foundation of trust with citizens and businesses alike. Why Governance Matters: 1️⃣ Builds Public Trust– When governments operate with integrity and openness, citizens have confidence in institutions, leading to greater social cohesion and stability. 2️⃣ Attracts Investments– Investors seek predictability and fairness. A well-governed public sector reduces risks, encourages foreign direct investment (FDI), and stimulates economic growth. 3️⃣ Enhances Service Delivery– Efficient governance ensures better public services, from healthcare to infrastructure, improving quality of life and business environments. 4️⃣ Promotes Sustainable Development– Aligning policies with global best practices (like the OECD principles or UN SDGs) ensures long-term prosperity and resilience. Best Practices from Around the World: 🌍 Singapore– Renowned for its corruption-free governance, robust legal frameworks, and digital transformation in public services. 🌍 Estonia– A leader in e-governance, offering transparency and efficiency through digital innovation. 🌍 Rwanda– Transformed its public sector with strong anti-corruption measures, boosting investor confidence and economic growth. By adopting regional and global best practices, governments can strengthen institutions, foster innovation, and create an environment where businesses and societies. #GoodGovernance #PublicSector #Trust #Investment #EconomicGrowth #Leadership #Transparency #Sustainability

The public sector plays a critical role in national resilience - and the stakes have never been higher. Verizon’s #DBIR2025 shows public administration remains one of the top three industries targeted by cybercriminals. This isn’t just a matter of incident frequency - it’s about impact. Government services are highly visible, interconnected and increasingly digitised, making them a prime target for everything from ransomware to espionage. But here’s the deeper issue: too many public sector agencies are relying on legacy infrastructure while trying to adopt modern AI-powered services. That mismatch creates vulnerabilities. To build resilience, agencies must align security with service delivery, invest in visibility and adopt a zero-trust mindset from the inside out. Cybersecurity in government is not just about protecting systems - it’s about preserving public trust. Explore the public sector findings in the 2025 DBIR: https://lnkd.in/gub87eZX