Public institutions must demonstrate results, resolve citizens’ complaints and honour their commitments if they are to regain public confidence, leaders have said at the Global Trust Summit in Nairobi.
The meeting, which runs from October 21 to 23, has brought together Kenyan officials, regulators, civil society representatives, business leaders and international participants to examine why confidence in institutions is declining and what can be done to reverse the trend.
Speakers argued that trust is built through everyday encounters with institutions, from the handling of complaints and the enforcement of standards to the delivery of public services and the implementation of government commitments.
Dr Abraham Korir Sing’Oei, Kenya’s Principal Secretary for Foreign Affairs, described the gathering as an urgent response to mounting challenges in governance and international relations.“This is not a summit of convenience. It’s a summit of necessity,” he said.
Auditor-General Nancy Gathungu said credible information must be accompanied by action if accountability mechanisms are to deliver meaningful results.
Her remarks placed emphasis on the need for audit findings, institutional reporting and oversight processes to lead to corrective measures.Dr Priscilla, Director of the Communications Authority of Kenya, said institutions must address complaints rather than simply acknowledge their existence.
“Trust does not stop with complaints. It stops when the complaint has been resolved,” she said.Kenya Bureau of Standards Chief Executive Esther Ngari noted that institutional performance often becomes apparent when systems fail to meet public expectations.
“When standards work, no one recognizes, but when they fail, that is when questions arise,” she said.Felix Koskei, Chief of Staff and Head of the Public Service, said regulatory authorities should lead by example when demanding compliance from businesses and members of the public.
“A regulator that demands compliance from others must be an example of compliance,” he said.
The discussions also examined how public institutions can make their work more accessible to citizens. Dorothy Jemator Kimengech, Vice-Chairperson of the Commission on Administrative Justice, said people need to understand the responsibilities, structures and projects of institutions to assess their performance and develop confidence in their work.
Trust in institutions was also linked to democratic participation. Speakers at the Democracy Baraza said citizens must be able to influence decisions and receive feedback on the proposals they submit during public consultations.
Mzalendo Trust Executive Director Caroline Gaita warned that participation without a response from decision-makers amounts to attendance rather than meaningful engagement.
“Participation without a feedback loop is not engagement; it’s attendance,” she said.The summit also explored how institutional credibility affects business and investment. NBA Africa Chief Executive Clare Akamanzi said public announcements must be supported by evidence that commitments will be fulfilled.“Announcements are not enough. Do the public believe you will deliver on the promises made to them,” she said.
Venture capitalist and startup builder Sean Karanja framed trust as a requirement for productive investment, saying he wanted to connect honest capital with entrepreneurs who operate with integrity.
The discussions extend to Africa’s position in the international system, where participants are considering how multilateral institutions can become more representative and responsive to the countries and populations they serve.
Organisers are working towards a proposed Nairobi Call to Action on Global Trust, which seeks to encourage evidence-based decision-making, institutional reform and commitments that can be tracked beyond the summit.
Awel Uwihanganye, Chief Executive of The Trust Summit, said confidence in African institutions was essential to the continent’s future.Senate Speaker Amason Jeffah Kingi offered a practical definition of trust as “a belief that my legitimate expectations will be met within a reasonable time.”
The three-day summit is expected to conclude with discussions on how institutions can translate these principles into measurable improvements in accountability, public services and economic opportunity.
