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).