PowerPointpresentatie

1
Citizen Governance Quality, satisfaction and
trust in government Steven Van de Walle, Strategy
Unit Seminar, 23 March 2004, London
Leuven UniversityPublic Management Institute
www.kuleuven.ac.be/io/trust
2
Aims

• Project commissioned by the ministry of the
  Flemish Community.
• 4 years, EUR 667.000
• How does the quality of public services
  contribute to
• citizens trust in government?
• Measuring trust in government and perceptions of
  public service delivery and public administration
  and trying to explain this
• Relating data from government customer
  satisfaction surveys with data from the general
  survey, in order to distinguish customer- and
  citizen views
• Measuring the impact of evolutions and
  fluctuations on levels of trust as well as the
  impact of specific events
• Research on methodological effects of
  face-to-face vs. mail surveys

3
Organisation surveys
4
Technical characteristics
5
Creation or crisis? The birth of a crisis (LLB)
Trust
No trust
No opinion
6
Trust as a buzzword, no of articals on trust
(IPSA)
7
Stages in administrative reform
8
Political realignment pressure for
administrative reform
9
Trust in governement satisfaction with
functioning of democracy in Belgium (LLB EB)
10
The effects of the Dutroux scandal (APS surveys)
11
Political trust and consumer confidence (Belgium)
12
Correlations between satisfaction with
democracy and consumer confidence in 11 European
countries

• (1985-2002)

13
Consumer confidence and satisfaction with
democracy in the UK