A report prepared for the State
Services Commission by Colmar Brunton, May 2007, on the results of a
survey, known as the Drivers Survey. The Executive Summary to the report
is published below.
See also: Media
statement from Iain Rennie, Deputy State Services Commissioner, and
PowerPoint presentation, attached above.
Key findings related to perceptions of
trust are as follows:
- More than half (54%) of New Zealanders express
trust in the public service (rating this as six or more on a ten point
scale where 1 means they do not trust it at all and 10 means they
trust it completely). A further 22% are neutral about their perceived
trust in the public service (rating of five out of 10) and 23% are
negative (rating of one to four out of 10).
- Overall, New Zealanders express highest
perceived trust in the public service for:
providing services that meet their needs (56% agree), and
- confidence that public servants do a
good job (55% agree)
- New Zealanders hold the most negative perceptions in relation
- the public service admitting responsibility
when it makes mistakes (52% disagree)
- the public service learns from the mistakes it
makes (42% disagree)
Perceived trust in the public service is influenced by strong negative
associations gained from family, friends and media coverage (72% agree
there is a lot of negative coverage about public services in the media,
and 39% disagree that their friends and families say positive things
about the public service).
Actual experience can be more positive than general
perceptions of the public service
Key findings that illustrate this conclusion are
shown in the table below:
*Respondents were asked to rate these
attributes on 10-point scales. The figures provided in the table give
the % of respondents that gave a rating of 6 or more out of 10.
The State Service's 'Trusted State services'
indicator 'You have confidence that public servants do a good job' is
the strongest driver of New Zealanders' perceived trust in the public
drivers of trust in the public service are listed below. Together, these
drivers explain 57% of the variance in trust ratings of the public
service. The percentage given alongside each driver indicates the
relative impact that this factor has on driving perceptions of trust.
You have confidence that public servants do a good job (38%)
- The public service provides
services that meet your needs (18%)
- Public servants treat people fairly (15%)
- The public service keeps its
promises - that is, it does what it says it will do (14%)
- The public service admits responsibility when
it makes mistakes (14%)
Generally, improvements in overall service quality will be
driven by how well individual services perform in terms of the service
experience meeting users' expectations and the performance of staff.
Being treated fairly is of much higher importance to Māori than to