Trust

There is a lot written about trust in government.  Local government, in my most studies, runs around 60+% and is far above both state (lower) and the federal government (much lower).  That trust was attained, and then maintained, through a series of actions, activities, responses and respect. The closeness to the resident and the everyday-apparent services (public safety, highway, EMS, etc) certainly help with the trust factor. We must uphold that trust in local government and here are a few simple ways to do it, in my opinion. 

-answer the phone.  Do not have a phone tree. Have real, live people answer. 

-conduct customer service training. 

-find and then emulate the best practices of the the best-of-the-best in the private sector in terms of service, culture, etc.  Someone once commented - the reflection of your company's culture is “how do people feel on Sunday night?”  Is there dread for what’s to come - or excitement on what is ahead?

-engage with your residents.  In person, with regularity, and with a willingness to listen and also take criticism. 

-show responsibility and also responsiveness. They trust you because you will do something about some thing.  Do it. 

-take accountability. Buck passing and finger pointing are artisanal level activities in the state and federal government, many confined to the elected/politicals, but lots of administrative folks in this mix as well. Own your issues and deal with challenges.