Building Credibility into Public Service

What makes public institutions credible in an era of AI, social media, and declining public trust? Recorded live at the CSG South Senior Legislative Conference (SLC) in Lexington, Kentucky, host Lindsey Gray sits down with Missouri Senate Administrator Patrick Baker and Assistant Director of Senate Research Josh Norberg to explore why credibility remains the foundation of effective public service. They discuss how legislative staff earn trust, while examining the growing challenges posed by information overload, artificial intelligence, and rapidly evolving public expectations. In this episode: How can legislative staff build trust with lawmakers? Legislative staff build trust by being reliable, prepared, organized, nonpartisan, and committed to delivering accurate information. Following through on promises and maintaining neutrality regardless of political leadership strengthens long-term credibility. What role does nonpartisanship play in state legislatures? Professional legislative staff serve the institution rather than a political party. Maintaining neutrality ensures lawmakers from all perspectives receive trusted research, policy analysis, and procedural guidance, helping preserve confidence in the legislative process. How does AI affect credibility in government? AI can improve efficiency and provide valuable starting points for research, but it cannot replace human judgment. Legislative leaders emphasize the importance of verifying AI-generated information, relying on primary sources, and using experienced professionals to evaluate facts before policy decisions are made. Learn more at CSG South.