How to Build Trust with Your Citizens

You hear about building trust with your citizens all the time. And everyone has their own theory on how to do it. But there are some tried and true methods for getting your citizens to see you as a trusted partner in the community instead of the bad guy. Since all municipalities are a bit different and need different solutions, we've come up with a diverse list of the best ways to build trust with your citizens.

1. Be Transparent
   This is a pretty obvious one at the moment; it's at the top of everyone's radar. But there's a reason for that. Citizens want honesty and they want to know what's going on. We've all seen too many movies where governments go rogue and read too many real-life headlines where corrupt politicians are caught. Being transparent essentially dispels fear in the community. And once fear is removed, then you can start to foster a relationship that is meaningful to both you and citizens.

   • Provide clear, accessible, and up-to-date information about government activities, budgets, and decision-making processes.

   • Publish meeting agendas, minutes, and relevant documents online.

   • Use social media, newsletters, and public forums to communicate with residents regularly.

2. Keep Yourself Accountable
   You hate to have to do this, but having your community hold you accountable is for the best. No one wants to admit that there's even the possibility that someone you work with might be stealing money, acting inappropriately, or misusing their power. Or if you are willing to admit it, you don't want your citizens to necessarily know about it... However, it goes back to honesty again. Having accountability practices in place will help the community trust that you have the right intentions. 

   • Hold officials and employees accountable for their actions and decisions through disciplinary measures.

   • Establish mechanisms for residents to report misconduct or corruption, such as anonymous hotlines or whistleblower protections.

   • Implement performance evaluations and regular audits to ensure public funds are used effectively.

3. Get Your Community Engaged
   How can you plan, troubleshoot, or organize even a portion of a municipality without feedback from its citizens? The more engagement that the community has with you, the more validation or disapproval you'll receive. The latter is uncomfortable, but this feedback will help you problem-solve for future endeavors. Make sure to hear ALL of your citizens; not just the ones with a big wallet or a loud voice. Listen to the lower-, middle-, and upper-classes. Hear the quiet as much as the loud. This is easier said than done, we know, but if done effectively, it will give you a better understanding of your community as a whole. 

   • Encourage citizen participation in local governance through public hearings, town hall meetings, and advisory boards.

   • Solicit input on important issues, projects, and policies. Create polls or conduct interviews.

   • Collaborate with community organizations and leaders to involve diverse voices in decision-making.

4. Be Responsive
   This is a big one in the modern Amazon era, where people expect things immediately, including answers. Citizens will complain so quickly to anyone who will listen if their government cannot be reached, if it takes a million hoops to jump through to talk to someone, or if a government official is snippy to them. You don't want to be that government. You want to be the locality that is bragged about and where people want to move.

   • Acknowledge and address residents' concerns, complaints, and inquiries promptly.

   • Create user-friendly platforms for reporting issues or seeking information, such as mobile apps or online portals.

   • Implement a feedback loop to let citizens know their input is valued and taken into account.

5. Be Accessible
   Everybody is unique with their own specific needs. So you need to find a way to be accessible to the most people possible. Maybe you have a large Spanish-speaking community; or your community is not conducive to the hard of hearing; or your playgrounds are not friendly to those with a disability. Find room in the budget to expand the range of people you can reach effectively. 

   • Ensure that municipal services are easily accessible to all residents, including those with disabilities or language barriers.

   • Offer online and in-person services and information in multiple languages.

   • Develop and maintain inclusive public spaces and facilities.

6. Plan Long-Term
   There are often times when people question if their government knows what it's doing. Or if it's just flying by the seat of its pants. Instead of having citizens floundering for answers, put their questions to rest by coming up with a plan and publicizing it. This gives confidence to citizens that you DO think about the future and what's best for the community. And make sure they know that they can help with it by sharing their ideas. 

   • Develop and communicate a long-term vision for the municipality's future, financial or otherwise.

   • Create strategic plans that outline goals, priorities, and milestones.

   • Regularly review and update plans based on changing needs and circumstances.

7. Be Fiscally Responsible
   This goes without saying, but just like directions on a bag of bread, it needs to be said anyway. Managing municipality money (say that 3 times fast) is perhaps the most important way to gain trust with your citizens. People take money very seriously, rightly so. And if they sniff that even a penny is being used towards corrupt ends, they will howl. It's best to dispel the fear and make everything open and easily accessible to the public, and it keeps you accountable, too. It's a win-win-win. 

   • Manage finances prudently and transparently.

   • Develop balanced budgets that allocate resources wisely.

   • Seek public input on budget priorities and expenditures.

8. Educate Your Citizens
   There are a variety of ways to educate your community. Teach them about programs that are available, develop their skills as workers, educate them on the laws, etc. You could do this through forums, seminars, library programs, town halls, polls, newsletters, postcards, blogs, social media, and other events. When your citizens see you reaching out to educate them, they will appreciate it and view the relationship with trust rather than suspicion. 

   • Promote civic education and awareness through schools, community programs, and workshops. 

   • Encourage residents to understand their rights and responsibilities as citizens. 

   • Make citizens aware of low-income housing and programs you've developed or ways to get involved.

Building trust with citizens is an ongoing process that requires commitment, consistency, and a genuine desire to serve your community's best interests. If you practice these methods, you are more likely to earn and maintain the trust of your residents.

Or view the strategic planning webinar