Abstract
Public trust in government institutions is a central pillar of democratic governance, effective public policy, and social cohesion. In the Philippine local governance context, where citizens most frequently encounter the state through policy implementation and service delivery, concerns regarding declining trust have been linked to perceptions of corruption, weak transparency, uneven service quality, and limited citizen participation. This qualitative study examines how citizens experience government institutions across salient policy arenas, particularly local administrative services, health and social welfare programs, and law enforcement, and how these experiences shape trust in institutions, officials, and policy outcomes. The study employed a qualitative design informed by phenomenological sensibilities and utilized reflexive thematic analysis to examine lived experiences, attitudes, and interpretations of governance and policy implementation. In-depth semi-structured interviews were conducted with 20 adult community members who had direct and recent engagement with local government institutions. Analysis generated five interrelated themes: (1) transparency and accountability in policy processes, (2) quality and consistency of public service delivery, (3) perceived integrity and corruption in institutional practices, (4) government communication in routine and crisis contexts, and (5) inclusion and citizen participation in decision-making. Findings indicate that public trust is not produced solely by formal policy design but is continuously negotiated through everyday encounters between citizens and government institutions. Trust is strengthened when policies are implemented fairly, communicated clearly, and aligned with citizens’ expectations and lived realities. The study concludes that bridging policy and people requires inclusive governance arrangements, ethical leadership, and sustained two-way communication, and it offers policy-relevant recommendations to enhance trust at the local level.