Building trust by improving governance

INTRODUCTION: TRUST AND ITS CONCEPT
Since trust emerges as one of the most significant elements upon which the legitimacy and sustainability of politico-administrative systems are built, trust has become a major worry for many leaders, scholars and public officials globally. Trust is highly important for government and good governance, but it seems to be declining around the world. People are losing their confidence in governments (Etzioni & Diprete 1979; Fukuyama 1995; Putnam 1995; 2000; 2002; Gambetta 1988; Barnes & Gill 2000; Cook 2001; Hardin 2002; 2004; 2006). Many think that the trend towards lack of trust in the government by the public is not just a national problem; it has become a global phenomenon.
Why is trust in government declining? There are many reasons. Some say that the people have changed through socioeconomic development and the social structure of our lives has changed so that people are more skeptical of government (Etzioni & Diprete 1979; Klingemann et al. 1995; Nye et al. 1997; Hardin 2004; 2006). Others say that the styles of politicians have changed and the underlying politico-administrative issues have also changed in ways that reduce confidence in government, confidence in institutions and confidence in many public organizations (Manin 1997; Hardin 2002; 2004; 2006). Symptoms of declining trust include declining voter turnout (Gray & Caul 2000; Suleiman 2005), youth disinterest in politics (Adsett 2003), decreasing levels of civil involvement (Saul 1995; Putnam 1995; 2000; 2002; UN 2008), and periods of poor economic performance (Blind 2006).
What is trust? While there are numerous definitions of trust, it generally refers to a personal attribute regarding a relationship of reliance, confidence, optimism of a good will, or confident expectation (it is a situational/relational concept). Trust can be summed up in the equation, Trust = f (x), where x refers to multiple variables (Kramer and Tyler 1996; Cook 2001). In other words, trust can be defined in several different ways, including along individual, organizational and institutional dimensions. In terms of organizations, trust can be a function of three major variables: embedded predisposition (a function of managerial philosophy and its structural manifestations); character (dis)similarity, which is affected by organizational actions and structure; and experiences of reciprocity, which are affected by the organizational context for reciprocity and mutuality (Kramer & Tyler 1996; Ostrom & Walker 2002; Kramer & Cook 2004). In sum, trust can be defined as the result of a combination of the characteristic similarity and positive relational experience. It can be positively influenced by increasing the perceived similarities and the number of positive exchanges. Adverse experience can result in a corresponding negative influence and lack of trust.
THE OBJECTS OF TRUST AND THE ROOTS OF MISTRUST
There are numerous objects of trust in government. For governments to gain trust they must basically govern and perform better; there must be more transparency, accountability, participation, responsibility and responsiveness. The major objects of trust include the government's integrity, the administration, the judiciary, the legislative body, the electoral process and the outcomes.
In deciding on trustworthiness in these areas there are some questions that can be asked (Seligman 1997; Sztommpka 1999; King 2000; Weber and Carter 2003; Hardin 2002; 2004; 2006). In the area of integrity, for example: is it corrupt or deceitful? Does the administration operate efficiently? How does it manage the bureaucracy? Is the judiciary fair, consistent and obedient to the rule of law? Is the legislative body representative and inclusive? Is the electoral process open, transparent and reasonable? Are the outcomes those which are best for the country? These questions about trustworthiness all reflect the characteristics of good governance (Barber 1983; Bianco 1994; Seligman 1997; Braithwaite & Levi 1998; Blind 2006).
The roots of mistrust can be found in various areas: citizens feel that politicians and public officials often abuse their powers in the interest of self-aggrandizement; citizens feel disconnected from government; government service delivery is perceived as inadequate or improper; government systems are poor or malfunctioning; a weakened global or national economy, such as we face very seriously around the world today; the effects of globalization and informatization, such as ICT development; resentment over political scandals and crises; the incompetence of bureaucrats and politicians; rule violation, honor violation, and many others (Nye et al. 1997; Hardin 2004).
HOW TO BUILD A LEVEL OF TRUST IN GOVERNMENT
How is trust in government built up? Building trust in government can be likened to a billiard game. The target ball cannot be hit directly; it is moved by hitting an intermediary ball first. In the same way public trust cannot be affected directly or in isolation. By targeting legality, integrity, efficiency, effectiveness, involvement, dependability, transparency and fairness, which are all part of good governance, improved public trust will eventually result. In other words, pubic trust is the pinnacle byproduct of foothill goals such as good governance agendas (Goodsell 2006). All of these attributes of good governance rely on public sector capacity, which is essential.