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

2. Crown Copyright 2006 www.ssc.govt.nz …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

3. State Services Commission Crown Copyright 2006 www.ssc.govt.nz Insert Video on Trust Goal

4. State Services Commission Crown Copyright 2006 www.ssc.govt.nz 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

5. State Services Commission Crown Copyright 2006 www.ssc.govt.nz 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)

6. State Services Commission Crown Copyright 2006 www.ssc.govt.nz 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

7. State Services Commission Crown Copyright 2006 www.ssc.govt.nz 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

8. State Services Commission Crown Copyright 2006 www.ssc.govt.nz Confidence in public administration 1998-1999 World Values Study, OECD countries, % showing a great deal or quite a lot of confidence in the Public Service

9. State Services Commission Crown Copyright 2006 www.ssc.govt.nz 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

10. State Services Commission Crown Copyright 2006 www.ssc.govt.nz 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

11. State Services Commission Crown Copyright 2006 www.ssc.govt.nz 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

12. State Services Commission Crown Copyright 2006 www.ssc.govt.nz What did NZers think of public services ? Comparison with 30 other OECD countries in 1999

13. State Services Commission Crown Copyright 2006 www.ssc.govt.nz Changing trust in NZ

14. State Services Commission Crown Copyright 2006 www.ssc.govt.nz Public Influence on NZ Government World Values Study

15. State Services Commission Crown Copyright 2006 www.ssc.govt.nz Confidence in NZ organisations World Values Study A great deal and quite a lot of confidence

16. State Services Commission Crown Copyright 2006 www.ssc.govt.nz 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

17. State Services Commission Crown Copyright 2006 www.ssc.govt.nz Declining trust World Economic Forum www.weforum.org/trustsurvey

18. State Services Commission Crown Copyright 2006 www.ssc.govt.nz 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

19. State Services Commission Crown Copyright 2006 www.ssc.govt.nz 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?

20. State Services Commission Crown Copyright 2006 www.ssc.govt.nz