2.3 Proper treatment increases trust Citizens will only trust government if they receive proper treatment at its hands. The ‘ombudsquadrant’ suggests that a combination of lawfulness and proper conduct can create trust.(12 ) The combination of the two leads citizens to recognize the legitimacy of government authority and to accept government decisions and actions. For example, if a policeman conducts himself properly when handing out a fine, he will thereby establish or reinforce his authority and this will make the recipient more willing to accept the situation. Similarly, if citizens find it pleasant to communicate with the Allowances section of the Tax Department, whether directly or digitally, they will have greater trust in the correctness of the financial outcome and therefore a more positive image of the Tax Department as a whole. There is a direct correlation between proper treatment by government and public trust in government. The National Ombudsman’s proposition is that ‘Treating citizens properly will help to increase their trust in government.’ This report uses real-life examples taken from the workload of the National Ombudsman in 2011 to examine this proposition. Section 3 commences with a brief description of the National Ombudsman’s ‘trust model’. Trust and proper conduct | 7 Pagina 6
Pagina 8Interactieve online reisgids, deze drukwerk of nieuwsbrief is levensecht online geplaatst met Online Touch en bied het converteren naar een online publicatie van e-vakbladen.
De Nationale ombudsman - Trust in government Lees publicatie 1Home