Auditor-general Grant Hehir has decided not to look into Centrelink's debt recovery efforts, as requested by shadow minister Linda Burney. He'll wait
Government agencies around Australia are standing up to support the campaign to end violence against women today for White Ribbon Day.
ALL THINGS P: The federal government wants to know which open data would be most useful to business, researc
We recently moved our readers to a new system. You may need to reset your password here to login.
Not a member ? Join here for free.
Forgot your password?
Home Portfolio Administration & HR Procedural fairness strongly linked to trust in government
Text size :
TAGS ANZSOG conference, Australia and New Zealand School of Government, customer service, Trust
The monopoly effect can lead government to treat its citizens poorly. But citizens do have a choice: they can trust less, argues Professor Allan Lind. The perception of unfair processes or being ignored can lead to citizens disengaging or even refusing to comply with the law.
The perception of fair treatment by bureaucrats “turns out to be one of the strongest predictors of trust” in government, argued Duke University’s Professor Allan Lind (pictured above) at the 2015 Australia and New Zealand School of Government conference.
This means that alienating interactions with public agencies can lead to decreased trust in government as a whole, and potentially lower levels of compliance. This can be over something as simple as feeling like you were never given the chance to have your say in a process, or public servants not explaining why a form needs to be filled out in a certain way.
Although government tends to operate as a monopoly provider, dulling the need to lure customers back, ignoring customer service can affect the legitimacy of public institutions.
Lind recalled how different his experiences were visiting the local Apple store in Durham, North Carolina and the passport office.
Receive unlimited access, get all the latest public sector news and features, plus The Juice, our daily news update sent direct to your inbox.
The Mandarin is where Australia's public sector leaders discuss their work and the issues faced within modern bureaucracy. Join today to discover the latest in public administration thinking and news from our dedicated reporters, current and former agency heads and senior executives.
David Donaldson is a journalist at The Mandarin based in Melbourne. He's previously written for The Guardian and Crikey and holds a masters in international relations.
Read Related Content
Pingback: Procedural fairness strongly linked to trust in...()
Pingback: Ten tips to ensure a smooth UK visa application | The Passport Office Blog()