Abstract
Public sector modernization has focused on achieving greater efficiency within the institutions and agencies of the state. In comparison, the relationship between citizen and state as a basis for service improvement has received less attention. This paper describes a study that helps to redress this balance by exploring the role that trust can play as a mechanism of accountability of the state to the citizen and, as a consequence, improving their mutual cooperation. This poses a challenge for the state – to be trusted by the citizen requires being trustworthy in the eyes of the citizen. Establishing the citizen's view of the characteristics of the trustworthy state, and how this differs from the norm of trust currently in use within the state, is the subject of the research. The question is addressed through a process of dialogic action research with users and frontline staff of two public services (a housing benefit service and a primary health care general practice). The output of the study is a relational diagnostic, applicable across the public sector, derived from a synthesis of the tests applied by the citizen as they assess the trustworthiness of a public service.
Highlights
I describe the objectives and key methodological assumptions for the study (1.1.1), and summarise how the thesis structure relates to the iterative process of inquiry (1.1.2).1.1.1 The goal is to empower citizens in their relationship with the stateOne of the key vehicles for collective social action is the modern state, using public resources to achieve social goals, whether by direct intervention or by facilitating individuals and groups to enhance social welfare
The second piece of fieldwork tested the tests in action, in a targeted version of the dialogic action research (DAR) process conducted with patients and staff of a suburban general practice (GP) Surgery
The gap was partially addressed by virtue of the second research question, addressing whether citizen views on what constitutes state trustworthiness can be used to structure the future relationship. Answering this question did not entail scoping the precise gap in norms, but it did require assessing whether the citizen norm can take precedence over a state norm, and the extent that the elements of the typology are relevant to the variety and ‘messy reality’ of citizen/state interactions
Summary
One of the key vehicles for collective social action is the modern state, using public resources to achieve social goals, whether by direct intervention or by facilitating individuals and groups to enhance social welfare. Foucault took this understanding of the subjective internalisation of power still further in recognising that power is constituted within the individual not just by the constraints of an external body or knowledge, and by the voluntary acceptance of prevailing systems of thought themselves – a “power within shaped by one’s identity and self-conception of agency as well as by “the Other” (Gaventa and Cornwell, 2006, p.75) It is this perspective that helps illuminate the potential for dominatory relations between citizen and state, and underpins the approach within this study to analysing the micro dynamics of the interactions within the relationship. The second question followed; once identified, could these tests help structure the citizen/state relationship to encourage more co-operative interactions?
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
