Surveys show that Americans’ trust in government is at near record lows. This mistrust is the cumulative result of many factors — from the dramatic (wars and scandals) to the more mundane (inefficient services and technology failures) — that have tarnished the government’s brand. So, what can federal agencies do to help rebuild trust?
Government agencies may have little power over politicians’ behavior, but one crucial aspect they can influence is the quality of service provided to constituents. As the Biden Administration recognized with its 2021 executive order directing agencies to improve service delivery across the government, transforming customer experience will be critical to increasing trust in government programs.
