Figure 1 Citizens’ trust and confidence in government Trust, Confidence trust 3.2 Blind trust replaced by critical concern Government in all its branches can no longer rely on blind trust. These days, trust requires constant nurturing. It fluctuates over time and depends on how much effort the government machine and individual politicians, administrators and officials are prepared to invest in building a trusting relationship with citizens. In the analysis of the National Ombudsman, government is too complacent in expecting the public to have confidence in its systems come what may. And when criticisms are voiced or trust declines, government seems to respond primarily by investing in system modification rather than behavioural change. It attempts to deal with problems like bureaucratic delays or the incorrectness of some systematic decisions by launching largescale reorganisations or investing in expensive ICT projects. But investing in systems is not enough. More can be achieved by engaging in meaningful relationships with citizens, many of whom are so critical of government. Such criticism is not necessarily a bad thing. The National Ombudsman believes that it can also be viewed as an invitation to engage in dialogue. Criticism of government is evidence of civic concern, and this concern is at least as important as trust when it comes to maintaining a vital democracy. French philosopher Pierre Rosanvallon believes that no modern democracy can function without a fair dose of distrust. Democratic systems need criticism to supplement the channels of communication provided by political parties and elections. (17 ) Critical noises from citizens are an expression of concern and can be taken as useful signals that government needs to reconnect with the public and improve its operations. It is amazing, therefore, that some public bodies are so unwilling to accept complaints. The Scientific Council for Government Policy (Wetenschappelijke Raad voor Regeringsbeleid) has also considered the issue of confidence in citizens.(18 ) Trust trust model | 10 Pagina 9

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De Nationale ombudsman - Trust in government Lees publicatie 1Home