建立公民对政府实体的信任

The Government Summit Thought Leadership Series03Vital to the smooth operation of any governmentalentity is having the trust of those it is trying to serve.Around the world, there has been a general decline inthe amount of trust that people place in all institu-tions involved in service delivery – including govern-ment entities. Why? Because, as the citizens, residents,and businesses that deal with government entities areincreasingly in interactive communication with eachother, more and more citizens and other constituentshave a clear picture of what a government is all about,and they are demanding a higher standard.In this environment of universal transparency, if agovernment entity is to earn and keep its citizens’trust, then it must demonstrate with its actions (1)that it respects its customer’s (i.e.citizen’s) own inter-ests at all times, and (2) that it has the competenceto administer rules and provide services. Moreover, ascitizens have experienced better and better customerservice from the businesses they deal with, they havecome to expect that government entities will protecttheir interests proactively, even when they aren’t fullyknowledgeable themselves, or when they may not bepaying close attention.In this white paper, the requirements of good inten-tions and competence are subdivided into six differ-ent building blocks, and each building block is fur-ther deconstructed into the many different attributesit represents. Finally, we suggest six important stepsevery government entity should take toward becom-ing more trustable in the eyes of its citizens. Executive Summary The Rising Importance of TrustGeneral Lack of Trust in GovernmentEntities and Other InstitutionsCustomers Have Rising Standards WithRespect to TrustDefining and UnderstandingTrust The Government Summit Thought Leadership Series05Six Discrete Elements of TrustabilityConclusionAppendix The Rising Importanceof TrustAfter having struggled with internal efficiency and governanceissues for the past few decades, government entities around theworld are beginning to discover that trust is a key enabler for fu-ture operating models. Trust between citizens and governmententities is becoming increasingly important. Trust allows citizensto interact more efficiently and government entities to operatemore effectively. When people trust their sources so much thatthey don’t have to check those sources or verify details, thenthey can rely on what they learn immediately, whether they’repaying a bill, trying to find a government regulation, or com-plete an online application for a permit. People filter informa-tion based on trust. By contrast, untrustworthy interactions arevery inefficient, and people have to doublecheck everything.They may even have to check with an expert before they act.Untrustworthy interactions waste people’s time. They also cre-ate extra work for governments and add to costs. When citizenstrust the information provided on a government website or con-tained in an interactive voice response (IVR) system, they areless likely to have to take the time to double-check the validityof the information directly with a government official, saving thecitizen time and saving the government money. When this levelof trust is in place, a citizen can complete his or her transactionmore efficiently with greater confidence in the government en-tity. In turn, the government entity is able to process the trans-action more cost-effectively on a digitized, self-service platforminstead of consuming valuable human resources that could bedeployed on other valuable endeavors.As social media platforms and consumer technologies continueto proliferate, both the volume and speed of interactions be-tween people and institutions are accelerating. The more peo-ple-to-people and people-to-organization interactions there are,the more trustworthiness people will demand.Rising levels of interactivity also make the world more transpar-ent. Whatever information a person shares today, anywhere inthe world, thousands (or millions) of others can know about ittomorrow. Because of social media and other forms of electronicinteraction, it is more difficult and costly to keep a secret todaythan ever before, so when people or entities are not trustworthy,they are quickly exposed.The rising levels of interactivity is particularly important forgovernment entities to recognize and leverage. The entire worldwatched the Arab Spring unfold on Twitter and Facebook, andcitizens of different nations followed along as events and opin-ions developed. For a government entity today, enjoying thetrust of its customers has never been more important.06The Government Summit Thought Leadership Series General Lack of Trustin Government Entitiesand Other InstitutionsRegrettably, citizen trust in government entities (and many oth-er institutions) has declined significantly over the past severaldecades. According to the 2012 Edelman Trust Barometer, an an-nual study examining the state of trus