State Services Commission Crown Copyright 2006 www.ssc.govt.nz Im from the Government. Trust me! Beith Atkinson State Services Commission.

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Presentation transcript:

State Services Commission Crown Copyright Im from the Government. Trust me! Beith Atkinson State Services Commission

Crown Copyright …and trust of course is the one thing that cannot be built in a one-off spate of advertising. Trust is built over a long term on the basis, not of communication, but of action. And then again, trust, once established, can be lost in an instant – one ill-judged remark and its gone forever Neil Fitzgerald, former Unilever Chairman

State Services Commission Crown Copyright Insert Video on Trust Goal

State Services Commission Crown Copyright The Trusted State Services Development Goal Strengthen trust in the State Services and reinforce the spirit of service 2007: Agencies demonstrate their commitment to earning trust by working with the State Services Commissioner to develop and promote codes of conduct 2010: Measurable improvement in New Zealanders trust in the agencies of the State Services

State Services Commission Crown Copyright Why go down this road? Academics write about declining trust worldwide Lowest trust levels since 9/11 Trust in governments, and values-driven organisations like UN and NGOs is falling almost as quickly as large companies ( Davos WEForum 2005 ) Trust is the necessary glue of any properly functioning society (Fukuyama) Trust is a permanent concern. Governments need to be proactive… (OECD)

State Services Commission Crown Copyright Declining trust is nothing new Trust in US government to do the right thing: 1964 – 75% 1995 – 15% Trust fell despite improvements in performance on 72 indicators; quality of life, affordability of housing, tripling of GDP, pollution control etc Similar pattern in Japan and elsewhere OECD challenges this popular wisdom – eg little decline detectable in much of Western Europe

State Services Commission Crown Copyright Barnes and Gill study in NZ Barnes and Gill replicated the US study as far as possible Declining confidence reflected in New Zealand World Values Study despite similar findings of improvements in lifestyle etc A great deal or quite a lot of confidence

State Services Commission Crown Copyright Confidence in public administration World Values Study, OECD countries, % showing a great deal or quite a lot of confidence in the Public Service

State Services Commission Crown Copyright So what then happened? Review of the Centre 2001 State Sector Standards Board –Statement of Government Expectations of the State Sector 2001 Crown Entities Act 2004 –Board member duties State Sector Amendment Act 2004 –SSC integrity mandate

State Services Commission Crown Copyright But things arent all bad 1998 (85 countries) 2004 (145 countries) 2005 (158 countries) NZ 9.4 (4th)9.6 (2nd=) Iceland 9.3 (5th)9.5 (3rd)9.7(1st) Australia 8.7 (11th)8.8 (9th) USA 7.5 (17th) 7.6 (17th) Bangladesh Not Measured 1.5 (145th =)1.5 (158th =) Degree of corruption as seen by business people and country analysts ranging between 10 (highly clean) and 0 (highly corrupt) Transparency International Corruption Perceptions Index

State Services Commission Crown Copyright Is that enough? MORI suggests that confidence in government requires more than honesty and integrity. Trust is an outcome of service and the way services are delivered. It is influenced by –Keeping promises –Learning from mistakes –What families and friends say about the service –Staff treating people well –Being interested in peoples views –Quality managers and leaders

State Services Commission Crown Copyright What did NZers think of public services ? Comparison with 30 other OECD countries in 1999

State Services Commission Crown Copyright Changing trust in NZ

State Services Commission Crown Copyright Public Influence on NZ Government World Values Study

State Services Commission Crown Copyright Confidence in NZ organisations World Values Study A great deal and quite a lot of confidence

State Services Commission Crown Copyright Confidence in NZ organisations World Values Study 2005 A great deal or quite a lot of confidence Organisation% Police73.9 Community Organisations73.4 Armed Forces66.2 United Nations58.7 Public Service56.4 Major Companies54.4 Legal System53.8 Womens movement50.5 Local government49.6 Government46.9 Churches43.3 Green or ecology movement42.3 Parliament41.4 Trade unions37.4 Television34.9 Press34.8 Political parties25.4

State Services Commission Crown Copyright Declining trust World Economic Forum

State Services Commission Crown Copyright Are NGOs more trustworthy? Higher confidence in community organisations than in the Public Service But more confidence in the Public Service than the womens movement, churches, ecology movement etc Does confidence reflect proximity? High trust in GPs, schools and small business…. Know us to love us

State Services Commission Crown Copyright If trust is important, what does this mean for Government? Greater use of community organisations to deliver services? Greater focus on shaping public services around local delivery? Provide for real participation in service design? Focus on MORI principles?

State Services Commission Crown Copyright