Building Trust through Service Design with Eddie Hartwig

The Buzz with ACT-IAC

Earlier this year, the United Nations Development Program released a special report entitled “New Threats to Human Security in the Anthropocene”, which details some of the unique, large-scale issues faced by human society in the 21st century. These are problems that require collective, comprehensive action. Unfortunately, such action has been difficult to achieve.

A reason for this is the global decline in institutional trust - the kind that facilitates buy-in and civil participation from communities. When institutions lose trust, the people they are supposed to serve feel less secure and less willing to engage with them, which makes it even more difficult to promote collective action and social cohesion, further worsening the situation, which further degrades trust, and so on.

Between a government and its people, the building blocks for this trust relationship are the tiny, everyday interactions that citizens have with government services. So how can we best design these services to build trust?
Joining the Buzz this week to discuss is Eddie Hartwig, the former Deputy Administrator of the US Digital Service, and currently the Chairman and Partner of the Service Design Collective.
Follow Humans of Public Service on Instagram!
Register for ELC 2022 here!

Subscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on LinkedIn or visit http://www.actiac.org.
Learn more about membership at https://www.actiac.org/join.
Donate to ACT-IAC at https://actiac.org/donate.
Intro/Outro Music: Focal Point/Young Community
Courtesy of Epidemic Sound