Accountability, capability and responsiveness are three key factors that can rebuild the broken public trust. Appropriate levels of transparency and disclosures and tolerance for public scrutiny are fundamental requirements of accountability that must be in place to restore trust. Nigeria’s governance institutions must also demonstrate that they can organise well enough to achieve their mandate whilst being responsive to citizens.

Responsiveness requires transparency of operating procedures, requirements and tariffs, an effective grievance reporting mechanism, an independent Ombudsperson to follow up and resolve complaints in a timely, transparent manner and an effective consequence management system.

When the arrangement works, citizens find that they are heard, and the government responds to complaints fairly and effectively and can stop them from incurring losses arising because they complained, trust starts to build over time. The Integrity Organisation and the Convention on Business Integrity have over ten years of experience advising Ministries, Departments and Agencies of Government on rebuilding public trust in Nigeria’s governance institutions.