Policy and Practice | June 2021

Figure 1. Four trust signals contribute to greater trust

public trust. Because trust is a percep- tion, government institutions should demonstrate competence and intent to rebuild trust. The four trust signals of humanity, transparency, capability, and reliability can help H/HS and labor leaders build greater trust. These signals can be measured, tracked, and improved—helping to make trust central to the functioning of H/HS and labor agencies. About Deloitte Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. In the United States, Deloitte refers to one or more of the US member firms of DTTL, their related entities that operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be available to attest clients under the rules and regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms. This publication contains general information only and Deloitte is not, by means of this publication, rendering accounting, business, financial, investment, legal, tax, or other professional advice or services. This publication is not a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or taking any action that may affect your business, you should consult a qualified professional advisor. Deloitte shall not be responsible for any loss sustained by any person who relies on this publication. Reference Notes 1. Pew Research Center, (September 14, 2020) Americans’ views of government: Low trust, but some positive performance ratings. https://www.pewresearch.org/ politics/2020/09/14/americans-views-of- government-low-trust-but-some-positive- performance-ratings/ 2. Jackson, C., & Newall, M. (November 24, 2020). Axios-Ipsos Coronavirus Index survey: Most Americans report changing Thanksgiving plans. https://www.ipsos.com/en-us/news-polls/ axios-ipsos-coronavirus-index Copyright © 2021 Deloitte Development LLC. All rights reserved.

the CS agency is neutral, working to promote the financial security and well-being of the child by establishing a child support order based on an unbiased assessment of ability to pay, using enforcement tools tailored to the NCP’s situation, and referring the NCP to other agencies that can help them meet their responsibilities. Using tools like collaborative design, end-user evaluative testing, and rapid proto- type iterations can lead to a balanced solution that takes into account the humanity of the solution for all parties. 3. Monitor trust, prioritize impact. As you develop a nuanced under- standing of trust along the four signals, you can identify relationships between trust perceptions and corresponding human behaviors. Our research shows that long-term care services, for example, score rela- tively high on humanity, while they fare lower on reliability. This percep- tion of low reliability may translate into increased call volume and churn in service participation, which can lead to lower participant satisfaction, higher cost to serve, and ultimately, reduced individual well-being. Health and human services and labor agencies should consider investing in building methods and feedback mechanisms to measure progress on key trust signals and use this feedback to adjust strategies and make meaningful changes in commu- nication, processes, and culture. Looking Ahead Government institutions today, across all levels, often struggle to build

collect their first paycheck. Fact- finding documents present another common source of confusion. As part of the verification process, UI claim- ants may receive two to three-page documents, containing legal and policy jargon, that don’t always make clear that the claimant needs to take action and supply verification mate- rials. Similarly, employers may receive the same type of documents to verify worker claims, which include policy jargon and a fast turnaround time, along with charging statements. To identify areas for improve- ment, UI agencies should consider probing feelings about the accuracy of communications, word choices, and understanding of policies and program rules. 2. Collaborate, evaluate, and iterate on solutions to strengthen key trust signals. Engaging end users does not end with the initial research. A design-led approach brings end users into the room with public servants and other stakeholders to engage in rapid prototyping, testing, and iteration of solutions with the people for whom they are created. The focus should be on activities, actions, policies, and behaviors that bolster an agency’s most relevant trust signals. In child support cases, there is often an erosion of trust between the CP and the NCP, and the child support process or agency is wielded as a weapon against the NCP. When the intent of the program is in question, it can be difficult to get to cooperation, communication, and compliance. The CP and NCP both need to trust that

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June 2021 Policy&Practice