INNOVATION MANAGEMENT IN THE PUBLIC SECTOR AND ITS IMPACT ON CITIZEN TRUST

Abstract

This article examines the intricate relationship between public sector innovation 
management and levels of citizen trust. It argues that transparent, participatory, and results-oriented innovation management, with tangible outcomes perceived by citizens, 
can strengthen trust, whereas opaque, ineffective, or irrelevant innovation can erode it. 
The main objective is to analyze how the adoption and management of innovative practices 
by public administrations impact citizens' perception of effectiveness, transparency, and 
accountability, which are key elements for building trust. The findings suggest that service 
digitalization and government response speed are crucial factors positively influencing 
trust. However, challenges in the perception of transparency and citizen participation are 
identified despite open government initiatives (Meijer et al., 2012). The study concludes 
that innovation is a powerful tool to legitimize the state, provided there is an investment in 
a culture of experimentation, a prioritization of citizen-centered design, and strategic 
communication of benefits to ensure equity and accessibility for all (Osborne & Brown, 
2013).