22 authority promotes the legitimacy, effective functioning, and stability of democratic systems (Hooghe et al., 2015; Mishler and Rose, 2005), particularly since democracy cannot rely on coercion to the same extent as other regimes (Hetherington, 2005). Thus, trust in public institutions is manifested when citizens evaluate public institutions as being accountable, efficient, competent, caring, predictable, open, transparent, equitable, and honest (Hooghe et al., 2015; van der Meer and Hakhverdian, 2017). Individuals assess the manner in which their institutions act in the best interests of the citizens (Miller and Listhaug, 1990) and produce results that meet their expectations (Hetherington, 2005). C. Drivers of Institutional Trust: The OECD Framework According to OECD research, there are five primary public governance determinants of trust in government institutions. They reveal the extent to which institutions are responsive and dependable in delivering policies and services and act in accordance with the values of transparency, honesty, and equity. These numerous factors influence people's trust in public institutions by interacting with one another. Figure 1 depicts the OECD framework on drivers of trust in public institutions. Figure 1: OECD Framework on Drivers of Trust in Public Institu- The second element comprises values. Important drivers include values such as transparency and honesty, which emphasise the provision of accessible information, citizen consultation, and equal access to democratic processes. Building trust requires upholding ethical standards, promoting accountability, and ensuring all individuals receive equal treatment. Transparency, accountability mechanisms, and citizen participation enhance trust by fostering openness, holding institutions accountable, and involving citizens in decision-making. By accentuating these factors, public institutions can enhance their credibility and capacity to serve the public interest. i) Public Governance Drivers Several crucial factors contribute to the formation and maintenance of public institution trust. The first element is competence, which encompasses responsiveness and dependability. To ensure that public services are effective, timely, and centred on the public's requirements, responsiveness is essential. This entails establishing an innovative civil service that serves the needs of the public and coordinating services across all levels of government. Essential dependability necessitates anticipating needs, minimising uncertainty, committing to future-oriented policies, and collaborating with stakeholders to address global issues. Penerapan Konsep MADANI dalam Perkhidmatan Awam
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