Illustration: Paula Ginzborg / Adobe Firefly
Our unique experiences serving in states with vastly different political climates have solidified our belief in a key principle: that revitalizing public safety net programs can empower the most vulnerable in our communities, promote self-reliance, build hope, and uplift everyone. This revitalization must start with restoring trust in critical government systems like Health and Human Services, because these programs have a profound impact on the lives of all Americans.
Trust is not often used to describe the relationship between individuals and government, yet it is essential in supporting families to achieve their own definition of success. This success is often rooted in goals tied to purpose and self-reliance, and the path is rooted in community-supported government programs. We have seen countless examples of families avoiding available programs due to a lack of trust in government or the social stigma associated with receiving assistance. Greater trust between government and its people can increase engagement in critical programs, ultimately breaking the cycle of generational poverty and creating positive long-term outcomes.
Trust is most effectively built through the efficient and timely delivery of resources by critical systems in the health and human services sector. When people need assistance with their families’ basic needs and government systems respond quickly, trust is established. This trust increases the likelihood of subsequent engagement in programs that promote upward mobility, such as adult education and workforce development.
To rebuild public trust, governments must respond effectively to people where they are, in their neighborhoods and communities, with trusted partners.
Our journey through geographically diverse systems provided deep insights into managing the complexities of safety net programs. Despite contrasting state models (California with a decentralized system across 58 counties, Oklahoma with a centralized system administered by the state), we found common ground in providing meaningful and compassionate programs and services. We recognized the strengths and challenges unique to each system: California’s decentralized model fosters local response but requires coordinated efforts across diverse counties; whereas, Oklahoma’s centralized approach ensures uniformity but requires robust state-level infrastructure.
Today, with public distrust in government on the rise, the vital role of health and human services in our communities is more important than ever. Our experience on the front line leads us to believe that restoring trust in government starts with rethinking the delivery and perception of these vital services.
Public sector organisations, particularly health and human services organisations, are at a critical crossroads. As the needs of service providers change, it is essential that they adapt their approach to meet changing demand. Now is the time to seize the opportunity to iteratively improve how services are delivered. Now is the time to take bold, transformative action and seize the opportunity to restore trust in government.
At the heart of this reform is the use of cutting-edge technology, particularly artificial intelligence (AI). AI can revolutionize data analysis, optimize resource allocation, and customize service delivery with unparalleled precision. But strategic adoption of AI and Generative AI (GenAI) is essential to prevent widening disparities and ensure that critical eligibility decisions remain in the hands of humans. Embracing AI-driven solutions transcends partisan lines and offers a path to increased efficiency and effectiveness that benefits all.
Equally important is fostering true bipartisan community engagement rooted in cultural empathy and linguistic inclusivity. To rebuild public trust, government must effectively meet people where they are, in their neighborhoods and communities, with trusted partners. By bridging ideological divides and truly connecting with diverse communities, government can ensure services are tailored to meet real needs. This starts with actively listening to the fears, goals and dreams of those it serves. Some have been left behind by government, while others have been completely betrayed. Regaining trust will not be easy and will take time. More importantly, we must be curious to see past our differences and continue to work together to build a brighter future for the next generation.
Service delivery requires a holistic, whole-family approach that addresses the diverse needs of individuals and families across the areas of health, education, housing and employment.
At the heart of this transformation is the need to embed the science of hope into policy frameworks. Hope is a powerful catalyst for change, inspiring individuals to envision and pursue a better future. By embedding hope into programs, governments can empower individuals, regardless of their political stance, to instill resilience and create pathways to overcome adversity. This requires creating a culture of change within public sector organizations that is based on the science of hope, while also emphasizing a belief in the possibility of positive change for individuals who receive government services.
Finally, a whole-person, whole-family approach to service delivery is essential, addressing the diverse needs of individuals and families across health, education, housing, and employment. This integrated approach promotes long-term stability and well-being and delivers tangible benefits for all Americans that go beyond political rhetoric. We recognize that this is easier said than done, because governments often operate in silos, making it difficult to integrate and coordinate programs and services.
Looking to the future, our goal is to reconcile divisions and fundamentally change how health and human services are perceived and delivered in the U.S. To achieve this, we need bold bipartisan innovation, collaborative partnerships, and an unwavering commitment to equitable outcomes and compassion for the American people.
Together, let’s chart a path toward a more inclusive and responsive public sector health and human services system that lifts up every individual and community, regardless of political affiliation. Now is the time to build a tradition of unity, opportunity, and dignity for all Americans.
Marko Miic
Marko Mijcic served as Deputy Secretary of the California Health and Human Services Agency (CalHHS), where he managed 12 departments and five offices, overseeing more than 34,000 employees and an annual budget of over $260 billion. In this role, he focused on improving government operations, enhancing access to health and human services, and promoting an equitable recovery from the pandemic. Read more
Justin Brown
Justin Brown is CEO of Global True North, a public benefit corporation and health and human services consulting firm. In 2023, Brown and other leaders founded the Center for Public Sector AI, a nonprofit that helps government leaders minimize the risks and maximize the impact of emerging technologies. Read more
Paula Ginzborg
Paula Ginsborg is a Digital Design Strategist on the CHCF Communications & Engagement team, responsible for managing graphic design and digital imagery. Paula holds a BA in Art History and Spanish from Mary Baldwin College and a Certificate in Design Communication Arts from UCLA Extension.
