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using the public triangle to build trust: public value, public reason and the public interest John Nalbandian, Professor, University of Kansas Barry Quirk, Chief Executive, London Borough of Lewisham 1
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Page 1: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

using the public triangle to build trust:public value, public reason and the public interest

John Nalbandian, Professor, University of Kansas

Barry Quirk, Chief Executive, London Borough of Lewisham

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Page 2: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

our workshop goal

To provide you with conceptual tools and practical examples that will help you better

understand and tackle the challenges you face

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Page 3: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

• the gap between what is politically acceptable and what is administratively sustainable

• four challenges‣ 1) “trust” as the common element

‣ 2) overcoming the “trust deficit” - governing and managing through the recession; hosting the Olympics

‣ 3) the triangle of public reason, public interest, public value

‣ 4) a formula for building trustworthiness

summary

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Page 4: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

At your table, answer the following questions for yourself and then share with colleagues

•what is the single biggest issue of trust across your community?

•what is the single biggest issue of trust within your organization?

issues of trust: an introduction

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Page 5: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

a growing gap

accumulated learning

staff

elected

then nowlow

high

the challenge - “bridging the gap”

credit to John Arnold

the gap between political acceptability

and administrative sustainability

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Page 6: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

political goals for tomorrow and political acceptability

today

managerial feasibility and the practical realities of

implementation

bridging roles

who is capable and confident enough to bridge the gap?

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Page 7: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

• department heads enter “the gap”

• managing boundaries

• engagement as an imperative

Trust is the common element

three challenges

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Page 8: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

the trusted Councilin turbulent times, there is a heightened need for service professionals, city managers and elected

officials to act in trustworthy ways

the fault-lines where trust can corrode

between:1) service experts and the public2) city managers and service experts3) city managers/service experts and elected officials4) the Council and its citizens/taxpayers5) within and across communities

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Page 9: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

trust in tough times

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Page 10: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

trust when cutting budgetsLewisham has $430m net annual spend* on public servicesdeficit reduction requires a cut of >$140m

less $20m (cost of finance) leaves ...

$250m on 278,000 people“Quality of Life” services

$160mon 2,000 children ($60m) and 6,000 adults ($100m)

“Quality of Life-Chance” services

10% cut saves $16m

10 * Lewisham is an “all service Council” with a gross (revenue & capital) budget of $1.6 bn pa plus investments (incl pension fund) of > $1.0 billion

$124m or 50% cut in rest of budget

Page 11: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

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blending transformational change with “disjointed incrementalism”

creative > disciplined > experimentation

Page 12: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

service change by designthe CHALLENGE ...

•redesigning public services to dramatically lower costs to taxpayer

•doing so inclusively, equitably and ethically

a DESIGN approach ...1) Looks through the eyes of the user2) Makes things visual and tangible3) Prototypes solutions in context

DiagnoseProblem

Definition

Specification

discover > define > develop > deliver

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Page 13: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

from services to problems

building public infrastructure;

delivering public servicesresource inputs

from taxpayers

service outcomes

social results

energy and resources from the private, social and public domains

helping communities solve their economic and

social problems

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libraries youth services

literacy youth crime

Page 14: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

balancing biasespoliticians decide:

machine politics and “clientelism”

service users decide:

self-interested particularism

all citizens and taxpayers decide:

mass populism and “tyranny of the majority”

public professionals

decide: unaccountable “rent seeking” careerists

choosing in the public interest

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Page 15: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

Q1: in your locality, what is the most pressing public problem that requires attention more than other problems?

Q2: are the right people and interests involved in deciding what needs to be done?

Q3: how can you get the views and interests of the least vocal to the table?

three questions to address

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Page 16: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

reshaping the role of the Council

and/or

halving the budget committed to “service X”

dramatic change forces us into the

centre of the “public triangle”

how to decide in the

public interest

the need to deliver

public value

the demands of

public reason

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Page 17: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

trust in public affairs

general trust in public institutions

confidence in reliability of institutional performance

general trust in public officials

(dis)approval of incumbent office

holders

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dealing with dissensus

building consensus

widespread support for democratic principles

widespread skepticism about

the practice of politics

trust in public bodies

Page 18: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

trust in US local government to deal with local problems

Gallup Governance SurveySeptember 2012

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“how much trust and confidence do you have in the local governments in the area where you live when it comes to handling local problems -- a great

deal, a fair amount, not very much, or none at all?”

CRASH

Page 19: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

trust in UK local government to deal with local problems

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10

20

30

40

50

60

70

2001 2003 2005 2007 2009 2010 2011

52 5457

60 61 62 64

36 38 37 35 3429

36

Per

cen

t

Percentage expressing trust in UK’s national and local government

Ipsos Mori Trend Survey

local

national

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16%

28%

30%

38%

40%

44%

44%

48%

51%

53%

53%

55%

Base: 1,708 adults, 15+, Great Britain, face-to-face, in-home, March 2007

Whether services meet your needs

How you are treated by staff

Admitting responsibility for mistakes

Providing all the information you need

Whether services keep their promises

If they learn from their mistakes

Whether they treat all people equally

Quality of leadership and management

Having a strong independent watchdog

Whether services are interested in your views

What family & friends tell you about the service

What is said about services in the media

Q “Which factors are most important in determining how much trust you have in public services?”

factors that “drive” trust in public services

Ipsos Mori 2007

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trust and the 2012 Olympics

.

Page 22: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

ability to build positive relationships by focussing on the other person; being self-confident; possessing good ego strength*; and being curious, inclusive and professional

T C R ISO

x=

+WhereT = trustworthinessC = credibilityR = reliabilityI = intimacySO = self-orientation

* good ego strength allows you to focus on the matter at hand, or the goal, and not on who gets the blame or the credit for getting there. Just as wanting all the credit or none of the blame is self-focused, so too is taking all the responsibility.

trustworthiness: a personal challenge

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after Maister, D et al (2002) The Trusted Advisor

( )

Page 23: using the public triangle to build trustbarryquirk.com/presentations/Using_the_Public_Triangle_to_Build_Tr… · •the gap between what is politically acceptable and what is administratively

questions?

observations?

comments?

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