Promoting social inclusion: managing trust-based relations between users and providers of public services

This paper advances a framework for analysing and managing trust-based relations between users and providers of public community services. The analysis demonstrates a significant relationship between levels of user trust and users’ experience of public services and reveals experiential factors that promote users’ trust. It features a community trust cycle, a trust compact and an experience management matrix which collectively support managers in addressing the relational dynamics of community trust relations. We illustrate the use of this framework via a case study of community agency participation being undertaken across five boroughs of north London.