Trust in action: The Hague’s efforts to re-engage its citizens 

In today’s complex world, trust in government is more crucial than ever. At last year’s UCLG World Council, I introduced the “Hague Charter for Municipal Peace.”, urging cities to lead in peacebuilding and inclusion. But we want to inspire other cities through our actions as well as our words and have implemented many new initiatives in the Hague to include citizens in decision making. 

Engaging citizens strengthens social cohesion and results in more effective, equitable policies. Trust supports democratic institutions, reduces conflict and fosters long-term stability. It’s the foundation of democratic societies, built through transparency, inclusion, and a shared commitment to the common good. 

Our commitment to build trust 

Yet, trust is eroding – 44% of people in OECD countries report having little or no confidence in their national governments. We see a similar trend in the Netherlands. In 2024, only less than half of Dutch respondents said they trusted the national government. We see the same trend at the local level; however, the decline is less severe (figure 1).  

Democracy is not always perfect. However, it is the best of all those other forms of government that have been tried from time to time. I find that the local level is where democracy shines brightest due to the close connection between citizens and government.  

Figure 1. Trust in public institutions in The Netherlands from 2020 to 2023

Note: The figure shows the percentage of respondents who have ‘a lot of trust’ and ‘trust’ in the national government and the local government. The higher the percentage, the greater the proportion of people who have (a lot of) trust in the respective institutions.

Learning from non-voters: “Smooth talkers, but they don’t listen.” 

Declining turnout in local elections signals growing distrust. To understand this, The Hague commissioned a study on non-voting. It found that many feel disconnected, and that politicians must better engage these citizens.  

I think it starts with the basics. Governments need to respond to citizens, that means we pick up the phone, answer emails on time and provide proper explanations. I always keep in mind that “no” is always an answer and, if it is clearly explained, citizens understand that decisions need to be made.  

In the upcoming elections, we’re working to boost turnout. Within a €2.5 million budget for elections, we also focus on improving turn-out and accessibility. Projects like “Own Your Stembureau” involve young people in running voting booths and promoting participation. With tailored campaigns for diverse non-voter groups, The Hague aims to engage with different groups.  

Making participation a part of every project 

Recently, we’ve introduced a new participation policy requiring citizen input from the start of every project, recognising that residents know their neighbourhoods best. The policy sets clear guidelines for when and how people can get involved; from street interviews to online surveys. This way everybody has a chance to speak up.  

We focus on early, inclusive dialogue, especially with those often left out, and ensure everyone feels safe to speak up.  We are honest about what decisions citizens can and cannot influence and what the goals are. Each project must outline how citizens and stakeholders will be involved, and results are reviewed and shared with the city council to show how input shaped the outcome. This way, we are constantly improving our processes to create meaningful participation.  

Citizens’ assemblies 

In 2022, we tested a new way of involving citizens; citizens’ assemblies on a more climate-friendly city. Participants of the assembly were randomly selected and represented diverse socio-economic backgrounds and views on sustainability. Many had never taken part in decision-making before, making this a powerful step toward more inclusive and representative participation. 

Participants appreciated that they had a real say in such a critical issue. In addition, participants felt they better understood our city’s climate-policy (figure 2). We also learned valuable lessons, like using spoken communication for some groups and better sharing the process with the public. These insights will improve future participation, and we hope other cities can learn from our experience too.

Figure 2. knowledge about municipal climate policies

“What do you know about the climate policy of the municipality of The Hague?”

Note: The figure shows the amount of perceived knowledge on municipal climate policies before and after participation in the citizen’s assembly, measured on a 1 (Nothing) to 5 (A lot) scale. The higher the score, the higher the perceived knowledge of respondents. 

Moving toward a more inclusive city 

These projects show that The Hague is working hard to create a government that listens to and includes its citizens. By embedding citizen involvement into our policies, decision-making processes, and communication strategies, the city not only strengthens its democracy but also fosters a stronger sense of community and shared purpose. 

From local climate projects to studying non-voting, The Hague is showing what modern democratic participation can look like. Here, involving citizens isn’t just a nice idea, it’s something we’re putting into action every day. Civic participation is no longer just a democratic ideal here, it’s a practical reality shaping the future of urban life. 

OECD support for citizen participation and trust-building in local governance
The OECD offers critical frameworks and analysis that underpin The Hague’s approach to fostering citizen engagement and rebuilding trust in government. Key publications include Exploring New Frontiers in Citizen Participation in the Policy Cycle, OECD Guidelines for Citizen Participation Processes, and Building Trust to Reinforce Democracy, which together provide practical tools and evidence on inclusive participation and democratic legitimacy.