Let’s be honest—in some communities, trust in government isn’t what it used to be. In fact, it’s hit some of the lowest levels in history. Think about that for a moment: only about one in four people said they trusted the federal government in 2021. And here’s the kicker, it now ranks last in trust compared to state and local governments, and even behind private companies. Surprising? Maybe not. But here’s the part many leaders overlook: the key to rebuilding that trust doesn’t start with flashy campaigns or big initiatives, it starts with your employees.

Here’s what many leaders miss: your employees hold the key to rebuilding that trust. When government workers feel valued and supported, they transform into powerful ambassadors for your City. Think about it – every interaction citizens have with government happens through your people.

The current reality paints a stark picture. Only 34% of employees across all sectors report being truly engaged at work, while a staggering 50% remain disengaged and 16% are actively working against their organization’s goals. Since July 2021, at least four million Americans have quit their jobs every single month, reaching a peak of 4.3 million departures in January 2022.

Government agencies feel this exodus particularly hard. When seasoned public servants burn out and walk away, they don’t just leave empty desks – they take decades of irreplaceable institutional knowledge with them. The cost goes far beyond hiring replacement workers.

Research reveals a direct connection that many agencies overlook: employee engagement drives public trust. When your workforce becomes more engaged, public confidence follows. Your frontline employees aren’t just doing jobs – they’re shaping how citizens view government itself.

At MuniTemps, we’ve spent decades supporting cities through municipal staffing and consulting, providing skilled professionals who deliver the administrative backbone local governments need. Our experience has taught us one key lesson: the success of any City depends on its people. That’s why this article focuses on building a culture of trust and employee engagement—because for government employees, engagement isn’t just about job satisfaction, it’s about strengthening the bond between public service and the citizens we serve.

The foundation for rebuilding public trust starts with the people who serve it every day.

Your Employees: The Bridge Between Promise and Performance

Your government workers don’t just process paperwork or answer phones – they are the living, breathing connection between your City and the people you serve. Every interaction shapes how citizens view not just your department, but government itself.

This connection flows both ways like a river. When your frontline staff feel valued and supported in their roles, they deliver exceptional service that directly boosts citizen satisfaction and rebuilds public confidence. But when employees feel disconnected or undervalued? Their performance suffers, creating poor experiences that chip away at the public trust you’re working so hard to restore.

The numbers prove this relationship isn’t just theory – it’s measurable reality. Research consistently shows that rising employee engagement scores produce corresponding increases in public trust metrics. Want to know the most powerful factor? It’s the “employee skills-mission match” – how well your people feel their talents align with your City’s purpose.

Consider your citizens’ daily interactions with government. DMV visits. Police encounters. Permit applications. Social service appointments. Each moment represents an opportunity to either strengthen or weaken public confidence. Even your behind-the-scenes staff who never see a citizen directly influence these perceptions through the quality of their work.

Are you starting to see the pattern? Cities struggling with public trust issues can’t fix the problem with better marketing or communication strategies alone. You need to focus on the human capital management practices that boost employee morale first. When your people feel engaged and purposeful, they naturally create the conditions that rebuild citizen confidence through superior service delivery.

The bridge between government and citizens isn’t made of concrete and steel – it’s built from the daily experiences your employees create.

What Actually Drives Government Employee Engagement

Engaged government employees don’t happen by accident. Several critical factors separate thriving public servants from those simply going through the motions.

Authentic leadership stands as the cornerstone here. Research consistently shows that leaders who demonstrate self-awareness, balanced processing of information, and relational transparency foster positive development among their teams. But authentic leadership isn’t just about being nice – it’s about being real.

Here’s what matters most: creating the right match between employee skills and your City’s mission delivers the strongest impact on public trust. When public servants see how their unique talents advance meaningful goals, engagement follows naturally. Think about it – would you rather process paperwork or know you’re helping families access critical services?

Teamwork amplifies these individual connections. Agencies that build team-oriented cultures see employees who believe they can drive real operational improvements and develop greater awareness of their work environment. Beyond collaboration, psychological safety creates the space where innovation and calculated risk-taking can flourish.

The “soft stuff” demands hard attention too. Leaders who treat culture and engagement with the same rigor as operational management watch their organizations outperform others by a factor of three. Your City’s culture isn’t a nice-to-have – it’s a competitive advantage.

Diversity, equity, inclusion and accessibility initiatives strengthen the foundation further. Organizations with inclusive hiring policies don’t just feel good about themselves – they solve problems better and foster genuine innovation.

The journey doesn’t end with hiring great people. Recognition programs paired with clear development opportunities create pathways for growth that public servants crave. Acknowledgment without advancement feels empty. Development without recognition feels thankless.

The question is: which of these drivers needs your immediate attention?

Turn Data Into Real Results

Measuring employee engagement without taking action is like checking your speedometer while your car sits in park. Government agencies have access to powerful measurement tools, but the magic happens when you actually use those insights to drive change.

The Federal Employee Viewpoint Survey (FEVS) serves as your primary diagnostic tool, capturing how employees really feel about their agencies and work environments. State-level surveys like Washington’s State Employee Engagement Survey add another layer of insight – their recent results showed 86% of respondents felt respected by their immediate supervisor. That’s not just a number – it’s proof that respectful leadership creates measurable results.

Smart agencies don’t just collect data – they act on it strategically. The Government Accountability Office reviews thousands of employee comments every year and hosts town halls to address real concerns. The National Institutes of Health takes it further, deploying a 150-member team to analyze survey data and improve employee experiences “from the ground up”.

Your measurement system needs these four critical components working together:

• Collect honest feedback through surveys and direct communication
• Analyze results to pinpoint specific improvement opportunities
• Implement targeted changes based on what you discover
• Close the loop by communicating actions back to your workforce

Want to see what’s possible? The Indiana Bureau of Motor Vehicles proves that even the most maligned government offices can turn things around. They transformed from “worst to first” by putting customers at the center and empowering branch managers to make real improvements. The result? Customer satisfaction soared to 96%.

Are you ready to turn your engagement data into the kind of results that rebuild public trust? The roadmap is clear – the question is whether you’ll follow it.

Your Blueprint for Rebuilding Public Trust

Building trust in government doesn’t happen overnight – it requires laying one solid brick at a time. Think of employee engagement as the foundation that supports everything else your City hopes to achieve. Without that foundation in place, even your best programs and initiatives will eventually crack under pressure.

Let’s face it: disengaged government workers don’t just hurt morale – they damage the very relationship between citizens and their government. But here’s the encouraging reality we’ve discovered throughout this guide: engaged public servants become the strongest ambassadors your City could ask for.

The evidence couldn’t be clearer. When you invest in your people, you simultaneously invest in public confidence. City organizations that prioritize authentic leadership, match employee skills to mission, and create team-oriented cultures don’t just perform better – they outperform their counterparts by a factor of three.

Your measurement tools give you the roadmap, but tools alone don’t build anything. The Federal Employee Viewpoint Survey and state-level instruments provide the blueprints – the real construction happens when you act on those insights systematically. Remember the Indiana Bureau of Motor Vehicles transformation? They didn’t just collect data – they empowered their people to implement real changes that pushed customer satisfaction to 96%.

Are you ready to start rebuilding? Your employees represent government to every citizen they encounter. Their daily experiences directly determine how effectively they serve the public and whether citizens walk away feeling heard or frustrated.

The pathway forward isn’t complicated, but it demands commitment. Start by measuring where you stand today. Identify the specific areas that need attention. Implement targeted changes that address your people’s real concerns. Then communicate those actions back to your workforce – they need to see that their voices matter.

Government service offers something the private sector often can’t: the opportunity to make a genuine difference in people’s lives. Your job as a leader is creating the conditions where that sense of purpose can flourish. When public servants feel valued, supported, and connected to meaningful work, they don’t just show up – they show up ready to rebuild the trust that government desperately needs.

The tools are in your hands. The blueprint is clear. The question isn’t whether you can build a culture of trust – it’s whether you’re ready to start construction today.

Along with the insights shared here, John Herrera, CPA, President and CEO of MuniTemps, encourages every government employee to set clear, long-term goals for building trust and engagement within their organization. Doing so not only strengthens your workforce but also restores public confidence in the institutions we serve.

Contact our team at jobs@munitemps.com or visit us at www.munitemps.com. At MuniTemps, we specialize in “all things municipal”—from staffing and recruiting to creating meaningful career opportunities for professionals who feel called to serve in local government.

For more resources, check out the MuniTemps s CitySpeak YouTube channel, where even five years ago we were discussing the timeless value of conservative, long-term planning in local government. You may also want to watch the video “What Recession Feels Like at City Hall.”  for practical insights on navigating economic downturns while maintaining strong employee engagement.

Thank you for spending time with us today—we hope these ideas inspire you to take the next step in creating a stronger, more engaged workplace culture in your City.