APS Experience Design Principles: Trustworthy

Trustworthy

• People are confident that they can rely on our services and that their needs will be responded to in a timely manner.
• People trust that processes and decisions are lawful, fair and equitable.

We strive to be reliable and responsive to people's needs, giving them confidence in our services. We act with integrity and are committed to making processes and decisions lawful, fair and equitable for everyone. Applying all principles plays a big role in building public trust.

Trust is hard to gain, but easy to lose.

Trustworthy Value Statements

Individual customer

I trust that you are there when I need help – I can rely on government and know that I will get the support I need in a timely manner. Staff are knowledgeable, well-trained, and empathetic.

Third party provider

I have visibility of when and how a decision is reached – I understand what's required from me and my customers and know what to expect from you. My input and feedback is acknowledged and considered.

Business

We are both accountable to do the right thing – I receive reliable information, clear expectations, fair assessments, and efficient solutions for my business needs.

Service delivery staff

I have confidence in my workplace and in the systems I use – I am confident that the systems and tools I use are accurate. I know using them helps me deliver fair and respectful outcomes.

How we make it Trustworthy

Design criteria and things to consider

1. Reliable. We provide timely and accurate support to people when they need it.
   • Test the service to make sure it does what it is intended to do and understand the potential impacts it may have.
   • Make sure the information and timeframes given to people are accurate. Inform of any delays or changes.
   • Build feedback channels and processes to gather, address and respond to feedback. Close the feedback loops.
2. Capable staff. We ensure our staff have the necessary skills and tools to effectively deliver quality services.
   • Co-design the service with the staff that will be delivering it. They can provide insight not only on this service, but also on related interactions.
   • Develop resources and training to upskill staff ahead of the service going live.
   • Don't forget about the staff experience. Make sure you develop reliable behind-the-scenes processes and tools to support them to deliver effectively.
3. Accountable. We deliver services promised, while adhering to commonly accepted ethical standards and values.
   • Comply with relevant legislation and guidelines. Conduct necessary assessments.
   • Co-design activities with community partners can assist to the understand broader community impacts.
   • Sometimes people need to be given unexpected news. Think about how to support them through this.
   • Develop mechanisms to measure the service and implement changes based on what is learned.

Remember to:

• be responsible and ethical.
• close feedback loops with customers, staff and partners.

Designing for Trustworthy

Trust is the foundation of relationships.

Designing with honesty and integrity in mind promotes trust, reduces uncertainty and facilitates cooperation.

Singapore Government's response to COVID-19.

During crises, such as natural disasters or pandemics, trust in government is vital. It ensures people follow guidelines, remain safe and cooperate with emergency measures, which can save lives and mitigate damage.

Since the start of the COVID-19 pandemic, the Singapore government's response has been generally well-regarded by its citizens. They focused on delivering clear and consistent information. Daily press conferences explained the evolving situation and government decisions.

By using non-traditional communication services like WhatsApp, they were able to reach wider audiences, talk through misinformation and explain reasons behind public health policies. This helped people trust in the government's commitment to helping them.

We can see in this example the Singapore government demonstrating reliability, clear communication and accountability.

Benefits to replicate

• Increased engagement; wider reach leads to higher participation in programs and services.
• Improved satisfaction; overall satisfaction increases when people feel respected and confident, and their needs are being met fairly and transparently.
• Resilience in crisis; people are more likely to trust information, follow guidelines and engage if they trust government.