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Simplifying the journey to actionable insights
If you’re in local government, you already know that the trust of your community is everything. It’s the foundation for building positive relationships. But when trust is eroded, it can feel like you’re constantly fighting an uphill battle to prove your council’s value. Sound familiar?
Community trust isn’t just about showing up during consultation periods, it’s shaped by how well councils engage with their people, deliver services, and keep communication open and honest. But here’s the catch—councils often face hurdles that make this challenging:
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Limited financial resources: Budget constraints, competing priorities, and ratepayer pressure.
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Workforce capacity challenges: Staff shortages and workforce turnover, and specalised knowledge gaps.
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Inadequate community engagement: Limited consultation (same community voices that participate), communication barriers, and equity in engagement gaps.
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Long-term planning struggles: Disruptive short-term political cycles shifting priorities.
The result? A heightened risk of community disconnection, with plans perceived as out of touch with the very people they’re meant to serve.
So, how can councils tackle these challenges head on?
Councils design their Long-Term Plans/Community Strategic Plans/Community Visions to shape community outcomes for the decade ahead. Extensive community consultation is required to ensure these plans genuinely reflect community needs. But too often, engagement becomes a one-off event, rather than an ongoing commitment.
What’s missing? A continuous feedback loop.
Ongoing community insights allow councils to gauge public sentiment in real-time, track progress against stated priorities, and demonstrate responsiveness. When the community feels heard and sees genuine action on their feedback, trust grows.
Top tips for building community trust through planning cycles
Prioritise Transparent, Two-Way Communication
Transparency builds accountability. Keep the dialogue open year-round—not just during consultation. Real-time pulse surveys can reveal how effectively you’re communicating and aligning with the community, so you can adjust and reassure the community their voices are valued and you’re focusing the right resource in the right place.
Foster Trust with Measurable Progress Reporting
Progress can feel invisible without the right reporting. Sharing clear, data-backed updates on how community feedback has shaped decision-making builds credibility. Track community sentiment over time and highlight milestones met.
Create Inclusive Engagement Opportunities
Who are you really hearing from? Councils often get feedback from the more vocal citizens, but true representation means listening to all groups. A multi-channel insights platform ensures you capture diverse perspectives and can segment feedback to understand different needs.
Address Capacity Constraints with Data-Driven Decisions
Limited resources can feel overwhelming, but data helps councils focus where it matters most. Insights platforms can reveal service areas that need attention, making it easier to prioritise initiatives based on both internal capacity and community demand.
Build Community Confidence with Proactive Feedback Cycles
Why wait for formal review cycles when continuous improvement can happen in real-time? Regular feedback collection helps councils make timely adjustments and stay aligned with community priorities year-round.
Align Internal Teams with Community Expectations
A thriving internal culture is key to great community service. Collect employee feedback on goal alignment and capacity to identify areas where staff need support, ensuring your team is empowered to deliver on community needs.
Hear how our council customers have created impact through employee and community insights
"They survey not only helped Central Hawke's Bay District Council inform the long-term plan, but also with actions that could be taken immediately for quick wins".
Lisa Harrison, Customer Experience and Relationships Manager
Central Hawke's Bay District Council
"Community Voice empowered us to create a more responsive, efficient and community focused customer experience strategy, ultimately leading to better outcomes for both council and the community we serve".
Michael Spikmans, Manager for Customer Experience and Innovation
Inner West Council
Ready to build and grow your communities trust?
Building community trust isn’t just about meeting compliance requirements—it’s about genuine connection, accountability, and continuous progress. Councils who embrace an ongoing feedback loop can strengthen relationships, align with community priorities, and ultimately deliver better outcomes.
Curious to see how this works in practice? Check out how our employee and community insights platform helps councils build stronger, more trusting communities.
