• We measure performance.
• We measure risk.
• We measure compliance.

But what about trust?

In an era defined by digital complexity, civic disengagement, and rising public skepticism, trust in government is no longer a soft concept. It is a strategic imperative.

Trust influences everything.

• Willingness to comply with laws and regulations
• Participation in democratic processes
• Support for public programs and policies
• Resilience during times of crisis

Yet despite its importance, most agencies lack a structured way to measure trust, let alone improve it.

The Gap in Government Measurement

Government agencies are highly effective at measuring operational outputs.

They track response times, compliance rates, audit findings, and program performance. These metrics are critical, but they do not tell the full story.

They do not answer a fundamental question.

Do people trust the government to manage information responsibly?

Without a way to measure trust, agencies cannot fully understand the impact of their transparency, privacy, and records management efforts.

Introducing a Framework for Measuring Trust

That is why I developed the Transparency Trust Index™, a formula and framework designed to quantify public trust using measurable indicators.

The framework evaluates trust as a direct outcome of information governance, not just a byproduct of communication strategies.

It leverages key performance indicators across:

• FOIA performance and transparency metrics

• Records management maturity and accessibility

• Privacy protections and risk mitigation outcomes

• Cross-program governance and collaboration

By aligning these indicators, the Transparency Trust Index™ provides agencies with a practical way to assess how well their governance practices are building or eroding trust.

Trust as a Governance Outcome

Trust should not be viewed as a communications goal. It is the result of how government operates.

When agencies manage information with clarity, accountability, and ethical safeguards, trust is strengthened.

When they fail to do so, trust erodes.

This is not theoretical.

Research from the Organisation for Economic Co-operation and Development (OECD) shows that low-trust environments weaken democratic resilience and limit a government’s ability to respond to complex challenges.

Recent U.S. data reflects a similar concern. Surveys indicate that only a small percentage of Americans express trust in the federal government today.

These trends highlight an urgent need for change.

If We Can Measure It, We Can Improve It

The path forward is clear.

If we can quantify performance, we can quantify trust.

And if we can quantify trust, we can improve it.

Measuring trust allows agencies to:

• Identify gaps in transparency and accountability
• Strengthen privacy and data protection practices
• Improve FOIA responsiveness and records accessibility
• Demonstrate measurable progress to the public

It transforms trust from an abstract ideal into a tangible, trackable outcome.

Rebuilding Trust Through Governance

Rebuilding public trust will not happen through messaging alone.

It requires intentional governance.

It requires systems that are transparent by design, accountable in practice, and protective of the people they serve.

The Transparency Trust Index™ is one step toward that future.

Because when trust becomes measurable, it becomes manageable.

And when it becomes manageable, it becomes scalable.

Related reading: More insights from Dr. Moya Hill | Explore the Unified Information Governance Model