Operational transparency increases trust, support of government

November 15, 2021

As multiple published reports indicate, trust in government has reached historic lows and frustration with government performance has reached record highs. New research in the journal Manufacturing & Service Operations Management finds that in co-productive settings, such as government services, people's trust and engagement levels can be enhanced by increasing operational transparency.

The researchers of the study, "Surfacing the Submerged State: Operational Transparency Increases Trust in and Engagement with Government," conducted three tests to showcase this...

In another study, Buell, alongside co-authors Michael Norton, also of Harvard Business School, and Ethan Porter of George Washington University, looked at residents of Boston who interacted with a website that visualized both service requests (e.g., potholes and broken streetlamps).

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