How to Rebuild Trust in Government Institutions

In 1932, Franklin D. Roosevelt, US presidential nominee of the Democratic Party, addressed the problems of the Great Depression in a speech saying: “I pledge you, I pledge myself, to a new deal for the American people.” His words resonated with a US electorate that had lost trust in governments and Roosevelt won the presidential election by a landslide. To rebuild that trust, Roosevelt carried through on his New Deal by passing a flurry of banking reforms, infrastructure investments and emergency work relief programs.

Today, governments around the world face a similar crisis of trust – one that, according to the OECD, is damaging social cohesion and political participation as well as limiting governments’ ability to function effectively and respond to complex domestic and global challenges. According to the organization’s 2023 study, 44% of people worldwide had no or low trust in their governments and just 37% were confident that their governments balanced the interests of current and future generations. Notably, only 41% believed they used the best available evidence when taking a decision.

Back in the 1930s, FDR made the case for his reforms through “fireside chats” that were broadcast over the new one-way broadcast medium of radio. Today’s media landscape is more complex, social and vocal than FDR could ever have contemplated, which is why, to rebuild trust, governments need to show the public the progress they are making (drawing on the data available) rather than just telling them what a good job they are doing.

How governments can use data and technology to build trust

To rebuild public trust, governments can focus on delivery, responsiveness and transparency. Data and technology offer a powerful way to demonstrate competence by improving how governments listen, decide and act.

Using real-time data analytics and AI, governments can better understand citizen needs, respond faster to public concerns, and improve public services. Tracking service usage, public feedback and social sentiment can help leaders identify problems earlier and make policies more relevant and effective. For example, Singapore uses real-time analytics through its Smart Nation platform to monitor services and respond quickly to citizen needs. Similarly, the United Kingdom analyzes service usage and user feedback data through gov.uk to continuously improve public service design and delivery.

Trust also depends on strong two-way engagement with communities. Establishing community liaison networks and partnerships with local organizations can help governments stay grounded in local realities, incorporate citizen input into decision-making, and strengthen credibility through trusted local voices. For example, New Zealand has developed a community engagement design tool and uses structured engagement processes across central and local government to involve community groups directly in policy design and service delivery. Likewise, Canada’s Strategic Partnerships Initiative enables federal departments to work jointly with indigenous communities and organizations to co-develop economic development projects and align programs with local priorities.

At the same time, governments can use technology to increase transparency, track outcomes publicly, and demonstrate measurable progress. When citizens can clearly see what is working – and why – confidence in public institutions grows. For example, South Korea’s government digitizes the entire public procurement process and provides real-time access to procurement data, improving transparency, oversight and accountability in government operations. Brazil’s transparency portal provides open access to public spending and program outcomes to strengthen accountability.

Strong data governance, privacy protections and cybersecurity safeguards also are essential to maintaining trust. Citizens are more likely to embrace digital government when they are confident that their personal data is secure and used responsibly. For example, the European Union enforces strong privacy protections to ensure responsible data use. Australia’s Trusted Digital Identity Framework and national cybersecurity initiatives help safeguard citizen data and build trust in digital services.

The history lesson: results, not rhetoric

Even back in the 1930s, criticisms of the New Deal were widespread. Many political opponents believed the investments smacked of big government overreach; others resented the tax hikes on the wealthy and some businesses complained that money was being wasted on jobs that weren’t needed. Others felt that Roosevelt’s plans didn’t go far enough and failed to grasp the enormity of the Great Depression.

Imagine how charged those debates would be today given the scrutiny all policies and legislation are put under. Some of the landmark New Deal measures surely would have failed to be enacted. Unlike past generations, governments now have access to real-time data, digital platforms and advanced analytics that can help them target resources more effectively, track impact and prove progress. The opportunity is clear: trust will be rebuilt not through messaging alone, but through outcomes that citizens can see, measure and believe.

That’s the opportunity political leaders have today been given by the suite of digital strategies and tools at their disposal. By employing them strategically, governments can address the serious issues facing society, stay within budget, demonstrate to citizens the success of their policies, and rebuild trust that governments can do good.