Want Trust? Look Local.

The views expressed are those of the author and do not necessarily reflect the views of ASPA as an organization.

By Patrick Malone
December 16, 2024

Trust is not something we typically equate with government. Ask any citizen and you’re most likely to be met with a shrug or an eyeroll, especially when referring to government at the federal level. It would be comforting to think that it wasn’t always this way and there’s hope for the future, but the fact is, it has been and there isn’t any! Americans have always distrusted government. Oh, there have been times where American sentiment reflected some measure of trust at the federal level—in 1958, for example, 73 percent of Americans trusted government, 77 percent just prior to the Vietnam War and then after years of decline, both Gallup and Pew Research note small spikes in the 1980s and early 2000s. But by and large, distrust, a least for the highest levels of government, will stay the same for the foreseeable future. Historian Gary Wills probably said it best. In his book A Necessary Evil, Wills describes distrust of government as omnipresent, “sometimes sensible, sometimes hysterical, but always pronounced.”

But it isn’t the same for our local governments. Local governments have historically enjoyed much higher levels of trust than their state or federal counterparts. A healthy 67 percent, according to Gallup, trust their local government to handle problems. And this isn’t a recent anomaly. Positive vibes about home government average 70 percent going all the way back to 1972.  And why not? Local governments address the most vexing problems of communities across the country—public safety, transportation, education and infrastructure, just to name a few. They impact us every day in real and measurable ways. Driver’s licenses, school systems, permits for remodeling our homes, all the things we do day-to-day are immediately impacted by our local governments.

There are many reasons researchers suggest trust in local levels of government seem to be present. Distance matters. People simply tend to trust people that they know. And often times our local governments are made up of people whom we know, people we see at the store, or live next door to. The interactions feel much more personal and a little less political. When we’re unhappy with local government services, it’s easy to pick up the phone, or wander down to our neighbor’s house who happens to work for the city. Contrast this with large federal agencies located in a swamp that traded malaria for politics. Federal government just feels more distant.

Due largely to the local connection, citizens also tend to trust individual agencies as opposed to government as a whole. This makes sense when you consider the personal interfaces that occur when individuals depend on local governments to solve problems. A Deloitte study referred to this phenomenon as the “perceptive” nature of trust, since trust in an agency is influenced by interactions. Conversely, how individuals feel about state or federal government is likely connected much more closely with politics and media representation, yielding a lower trust score. 

Finally, the presence of social media platforms and digital services make a measurable difference in citizen’s trust levels at the local level. On the latter, a community member that experiences a smooth process when, for example, renewing their fishing licenses or paying local property taxes in an online platform view government far more positively. If you couple this with a helpline staffed by knowledgeable representatives, trust is enhanced even further. Social media platforms are important as well. When local government uses networks such as Nextdoor to keep citizens informed about traffic, weather, or community events, the sense of cohesion is increased.

So why does this matter? Because trust in government matters. For much of the last 10 years our citizens have been inundated with the insinuation that government is not working for them, that it is bloated and inefficient, and worse—ineffective. Sadly, media adds fuel to the fire by reporting only extremist views on both sides of the political aisle. Combined with false social media posts and uneducated pundits, no wonder the average citizen is left confused and concerned. When citizens don’t trust their government, it is a direct threat to democracy and to the services we depend on.

And make no mistake, even though local governments enjoy healthy levels of trust, their work is far from done. Local governments must continue to prioritize transparency and information disclosure to their citizens. They need to remind, again and again, their public about the good news and success emanating from their agencies and how their citizens benefit. They should never take trust as a given. Indeed, trust is something our governments at all levels should never assume. Finally, they must continue to enhance the digital experience for their citizens.

Trust may be at a premium where government is concerned, but if we can look local, perhaps we can build on the positive perspectives we have to grow our comfort levels of trust with state and federal governments as well. Our democracy will be better for it.

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Author: Patrick S. Malone is the Director, Key Executive Leadership Programs at American University.  He is a frequent guest lecturer and author on leadership and organizational dynamics in the public service.  His co-authored book, “Leading with Love and Laughter – A Practical Guide to Letting Go and Getting Real” (Berrett-Koehler Publishing) was released in Spring 2021. His new co-authored book “Leading in Small Moments” is targeted for publication in Winter 2025. Follow him at sutchmalone.com

 

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