Certain polls show that just 35 percent of respondents trust the government and just 42 percent say it has a positive impact on the nation. Image: Brian A Jackson/Shutterstock.com
Improving the customer experience that members of the public have when dealing with federal agencies will help improve their trust in government but that goes only so far, according to the Partnership for Public Service.
It notes that recent administrations, including the Biden administration, “have aimed to improve the public’s interaction with government—from efforts to simplify the language used in government communications to initiatives to understand and reduce the administrative burden that customers face when interacting with federal services. These efforts are often framed as a way to increase public trust in government by providing services that are accessible, transparent and simple to use.”
It cited polling data showing majorities of the public viewing many agencies positively, having positive personal experiences, and are satisfied with their dealings with federal agencies. However, other polls show that just 35 percent of respondents trust the government and just 42 percent say it has a positive impact on the nation.
Of those who report overall positive experiences with the government, still only 64 percent trust it while 34 percent still do not, it said. The correlation is stronger on the negative side, though: of those who report overall negative experiences, 85 percent distrust it.
“These numbers show that while positive customer experiences can help drive trust in government, they are not the be-all and end-all. Many people who have positive experiences with government still distrust it and negative customer experiences seem to drive skepticism of federal institutions more forcefully,” it said.
“So while efforts to improve the federal customer experience may prevent a further decrease of trust in government, we cannot definitively say that CX initiatives alone will drive significant and lasting increases in public trust in government,” it said.
Key Bills Advancing, but No Path to Avoid Shutdown Apparent
TSP Adds Detail to Upcoming Roth Conversion Feature
White House to Issue Rules on RIF, Disciplinary Policy Changes
DoD Announces Civilian Volunteer Detail in Support of Immigration Enforcement
See also,
How Do Age and Years of Service Impact My Federal Retirement
The Best Ages for Federal Employees to Retire
How to Challenge a Federal Reduction in Force (RIF) in 2025
Should I be Shooting for a $1M TSP Balance? Depends…