Photo credit: www.govexec.com
The Challenge Ahead for the Next U.S. President: A New Management Agenda
In spring 2025, the incoming president will face a significant challenge: creating an effective management agenda that resonates with the American public.
A recent poll revealed a deep-seated sentiment among Americans, with 52% of both Kamala Harris and Donald Trump supporters agreeing that the nation is plagued by substantial and seemingly unresolvable issues. This level of consensus highlights a broader disillusionment with government efficacy.
For over three decades, successive presidents have attempted various reforms to enhance federal government operations. Initiatives have included efforts to reinvent government and the introduction of accountability measures like performance metrics. These efforts aimed to streamline agency functions and foster interdepartmental collaboration.
Despite these attempts, public trust in the government remains stagnant. Data from 1994 indicated a mere 19% trust in government, a figure that shockingly persisted into late 2023. This indicates a concerning lack of faith among Americans in the government’s ability to address pressing challenges effectively.
While numerous reforms have yielded improvements beneath the surface, they have not sufficiently addressed the perception that government is failing to solve significant issues facing the country. This leads to an urgent need for a fundamental shift: a transition from a focus on processes to an emphasis on tangible results.
Understanding the Distrust in Government
The underlying issue of distrust in government is multifaceted. A Gallup survey recently found that 60% of respondents felt they had “very little” or “no” trust in Congress, while the presidency received a 50% trust rating. This mistrust is exacerbated by the economic landscape, over which reformers wield limited control.
However, a silver lining emerges when one considers what truly fosters trust. Citizens are more inclined to trust government when they feel engaged in governance, when it effectively addresses their needs, and when they receive fair treatment. Most crucially, genuine trust is built when government can deliver results that resonate with citizens’ lived experiences.
The gap between governmental performance indicators and public perception remains vast. Achievements that are celebrated within government circles often fail to translate into public understanding or recognition.
From Outcomes to Measurable Results
A personal anecdote illustrates this point: During a discussion about a medical procedure, consultant Frank Luntz emphasized the difference between “outcomes” and “results.” While healthcare experts often tout the long-term impacts of treatments, patients are primarily concerned with immediate improvements. This distinction highlights the need for government to focus on direct, observable impacts that matter to citizens.
For most Americans, intricate conversations about policy metrics feel distant and irrelevant. Instead, they seek assurance that government agencies are effectively managing public resources and providing necessary services. They desire clear results that matter in their daily lives.
Practical Steps for the Next Presidential Management Agenda
To address these issues, the next president’s management agenda must incorporate specific and actionable strategies:
1. Minimize Errors: A single negative experience can overshadow numerous positive interactions. A study by McKinsey found that dissatisfied individuals are twice as likely to lodge complaints with public officials compared to those who had positive experiences. For instance, the IRS’s Direct File program, which allowed select taxpayers to submit returns online, garnered a 90% satisfaction rating, significantly boosting trust among its users.
2. Embrace Resilience: Government agencies must learn from setbacks. FEMA’s evolution post-Hurricane Katrina illustrates this point; the organization’s enhanced focus on trust and responsiveness has fostered public confidence during crises.
3. Simplify Processes: Citizens prioritize ease and reliability over speed. After a backlog in passport processing post-pandemic, the State Department improved transparency by providing estimated processing times, returning to pre-COVID operational efficiency while keeping the public informed.
4. Tell Compelling Stories: While performance metrics are essential, narratives resonate more with the public. The VA’s VSignals program showcases this approach, as soliciting feedback from veterans has led to increased trust in the agency—rising from 55% in 2016 to 80% in 2024.
5. Recognize Every Employee’s Role: Federal managers may hesitate to view citizens as ‘customers,’ but every interaction with the public reflects on the agency as a whole. Each employee contributes significantly to the overarching mission, necessitating clear communication about their roles in fostering public trust.
6. Enhance Internal Communications: Effective communication should not only emphasize external messaging but also ensure that all employees understand their contributions toward an improved public service experience. Engaging staff in this dialogue is vital for cultivating a responsive and accountable government.
As the nation gears up for the 2025 leadership transition, there is a palpable desire among the American populace for a government that values their input and delivers on promises. The proposed shift from a focus on outcomes to tangible results will play a crucial role in addressing public disillusionment and rebuilding trust.
Source
www.govexec.com