How public servants build trust
How ethical conduct, structure, and care strengthen public systems
Trust isn't abstract. It’s the foundation that makes public systems work—determining whether people feel safe, supported, and treated fairly. And in a moment when confidence in government is historically low, trust becomes something that must be intentionally built, protected, and repaired.
In this video, Public Servants founder Ashleigh Axios breaks down the ethical obligations that guide public service in the United States and explains how those obligations connect to something bigger: a government worthy of the public’s trust.
This post expands on those core ideas and offers a written companion for teams reflecting on trust, ethics, and accountability within their own work.
Why trust matters in public service
Trust is not just a feeling—it’s the enabling condition of democracy. It determines how willing people are to engage with public systems, share information, participate in programs, seek help, or follow guidance during times of crisis.
When trust erodes:
systems become harder to operate
misinformation spreads faster
public servants face higher barriers to doing their jobs
communities see worse outcomes
Rebuilding trust requires more than communication. It requires behavior, structures, and choices that consistently center the public good.
The ethical obligations of public servants
In the U.S., public employees and contractors operate under a clear set of ethical responsibilities. These obligations aren’t simply rules—they’re commitments to the people government exists to serve.
Loyalty to the public
Public servants are required to place loyalty to the Constitution, the law, and the public good above any private interest. Decisions are evaluated through the lens of what best supports the community.
Impartiality
Government actions must be fair and free of favoritism. Public servants cannot give preferential treatment to any individual or organization.
No private gain
Public service cannot be used for personal benefit. This includes prohibitions against using nonpublic information, leveraging position for financial gain, or accepting gifts from those seeking official action.
Honest effort
Public servants are expected to make a good-faith effort in performing their duties and must avoid making commitments they aren’t authorized to make on behalf of government.
These responsibilities are fundamental to the work—and they are visible cues the public reads when deciding whether an institution can be trusted.
Why structure and process matter
Bureaucracy often gets a bad reputation. Some of that criticism is fair—public systems can be slow, outdated, and frustrating. But some structure is not only helpful, it’s protective.
Processes like:
documentation
verification
oversight
approvals
auditing
…exist to prevent abuses of power, protect sensitive information, and ensure decisions are made fairly and transparently.
The goal isn’t to eliminate bureaucracy. The goal is to create the right amount of structure—enough to safeguard the public, without creating unnecessary burden.
When designed well, structure becomes an act of stewardship.
Public trust positions and suitability
Some roles in government are designated as public trust positions. These positions require background investigations designed not to gatekeep, but to assess reliability, integrity, and suitability for sensitive work.
This is one of the ways government protects the public from potential harm and ensures that those in positions of responsibility can be trusted to handle the information and authority entrusted to them.
How trust is earned—every day
Trust isn’t built in a single moment. It grows through repeated, positive interactions between public servants and the communities they serve.
This includes:
keeping commitments
practicing transparency
communicating early and clearly
showing accountability when things go wrong
lifting up the public servants delivering for their communities
Watch the video
If you haven’t yet, watch the full explainer here.
Strengthening trust through design and leadership
Public Servants LLC partners with government teams to strengthen trust not only at the interpersonal level, but at the systems level. Through service design, organizational strategy, and participatory practices, we help teams build transparent, ethical, accountable systems that serve the public well.
At Public Servants, we see trust as something earned through disciplined presence—the consistent choices that reflect integrity, stewardship, excellence, courage, and collective care (aka: our values).
If you’re exploring how trust shows up across your own organization or team culture, these related resources may help:
Trust Signals Scorecard: A practical tool for identifying how trust is communicated and reinforced across public-facing experiences.
Experience Tapestry™: Our framework for understanding how different types of public experience interact to shape trust, perception, and outcomes.
In Service blog: Articles on public-centered service design, leadership, and accountability.
Workshops: Participatory programs designed to help teams strengthen their design, research, and operational practices in ways that build trust at the systems level.
Because when trust is strong—supported by ethical conduct, thoughtful structures, and intentional design—public systems work better for everyone.
