Forrester’s New Trust Model Identifies Four Key Trust Factors for the Australian Government

SYDNEY, June 1, 2022 /PRNewswire/ — According to Forrester (Nasdaq: FORR), Australians have moderate trust in the institution of government, with more people trusting state and local governments than the federal government. Due to vaccine issues and interstate shutdowns, as well as allegations of sexual misconduct within the federal government, only 28% of Australians trust the federal government, compared to an average of 35% who trust state governments and 31% who trust their local leaders. .

Much like a hive of healthy bees, human society is a finely tuned machine built on trust between people and their governments.  The figure above depicts the four government guidelines.” src=”–/YXBwaWQ9aGlnaGxhbmRlcjt3PTcwNTtoPTczNA–/–~B/aD00MDA7dz0zODQ7YXBwaWQ9eXRhY2h5b24-/”/>

Much like a hive of healthy bees, human society is a finely tuned machine built on trust between people and their governments. The figure above depicts the four “bee” trusted personalities in Forrester’s framework and the likelihood of each person sharing personal information and complying with government guidelines.

A new report from Forrester, The Government Trust Imperative In AustraliaQ2 2022, outlines a framework to help governments build trust between key segments of citizens to drive critical behaviors such as compliance, awareness and engagement.

In all states of Australiainhabitants of New South Wales (NSW) have the greatest confidence in government. Thirty-five per cent of NSW residents say they trust the federal government, compared to just 14 per cent in queensland. In addition, people with more education and higher incomes are more likely to trust the government than those with less education and lower incomes.

Trusted governments establish unbreakable bonds with the people they serve; attract the best and most dedicated public servants; and building resilient ecosystems with partners and emerging technologies, while minimizing risk. To ensure trust becomes an achievable strategy rather than an inspiring goal for government leaders, Forrester has identified four key trust drivers for the Australian government:

  • Accountability is the most important trust lever. The best way for government institutions to earn the trust of citizens is to keep their promises. Yet only 28% of respondents agree that the government is doing everything it can to keep its promises.

  • Australian governments need to invest in employee development and talent development. Public servants who demonstrate competence and expertise are the second most important trust factor. Only 36% of respondents believe that public servants are professional and capable in what they do.

  • Trust requires transparency that goes beyond frequent crisis communications. According to Forrester, people are more likely to trust government agencies that communicate clearly. However, only 30% of Australians polled agreed that the government communicates with residents in a clear and transparent way.

  • Australian governments must do more to make people feel safe. In 2021, Australian governments focused on solving the COVID-19 crisis and it worked: “The government is protecting me” is the top performing trust driver, with 37% of respondents agreeing with the statement .

“Trust is fragile and government leaders cannot rely solely on opinion polls or the electoral fortunes of political parties or candidates to drive compliance, advocacy and engagement,” said Sam Higgin, principal analyst at Forrester. “With the election outcome bringing a new wave of change, this is the perfect opportunity for the Australian government to assess current confidence levels and uncover gaps, identify blind spots and prioritize actions that will create unbreakable bonds with the people they serve.”


  • Find out why trust is the foundation of effective government.

  • Learn about Forrester’s ‘The Trust Imperative’ and why it matters.

  • Learn more about Forrester solutions for the public sector.

About Forrester

Forrester (Nasdaq: FORR) is one of the world’s most influential research and consulting companies. We help technology, marketing, customer experience, product and sales leaders use customer obsession to accelerate their growth. With Forrester’s research, consulting, and exclusive events, leaders around the world are empowered to be bold at work, manage change, and put their customers at the center of their leadership, strategy, and their operations. Our unique insights are based on annual surveys of more than 700,000 consumers, business and technology leaders around the world; rigorous and objective research methodologies, including Forrester Wave™ assessments; 70 million real-time feedback votes; and the shared wisdom of our customers. To learn more, visit





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