P351 - 7. Fachtagung Rechts- und Verwaltungsinformatik (RVI 2024)

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Research Paper
Capturing trust in public service encounters: Mapping trust along life event citizen journeys
(7. Fachtagung Rechts- und Verwaltungsinformatik (RVI 2024): Neue Wege der Zusammenarbeit und Vernetzung für digitale Transformation und Verwaltungsmodernisierung, 2024) Nowak, David
Understanding and fostering citizen trust is crucial for effective public service delivery, where citizens must take risks vis a vis the state, or where collaboration and adherence to rules is especially important. This article proposes a systematic approach to develop a deeper comprehension of how trust is gained and lost during specific service interactions. Building on prior work on where trust may be gained or lost in a generic citizen journey [Di22b] this article proposes identifying life event services, where trust is particularly important and creating citizen journeys, from the perspective of relevant segments of the population.