It’s been a week in London, and today, I wanted to share my thoughts on the city and the UK as a country. One thing that has really stood out to me is the incredibly high level of trust that both the British government and its people place in each other. It’s what I’d call a "high-trust society."
What Does Trust Mean to Me?
Before diving into the UK’s societal trust, let me share my personal philosophy on trust. I believe it’s one’s responsibility to gain the trust of others, which comes from both competence and character. My default mode is to trust 100%, and only if expectations aren’t met does that trust wane and trust meter goes down. For me, trust is the foundation of any relationship—be it with colleagues, friends, or family. And in many ways, I see this same approach reflected in British society.
The Traffic System: Order Without Enforcement
The first thing that blew my mind was the traffic system. As soon as I got into a cab, I noticed how seamlessly everything worked—no traffic police in sight, yet everything flowed smoothly. Coming from India, where broken signals and traffic violations are common and traffic police are a necessity, this was a revelation. A good infrastructure, when built on trust, eliminates so many manual hurdles and improves collective efficiency. It’s something I hope India can emulate as we move toward becoming a developed country.
Self-Checkout at Supermarkets: A Lesson in Responsibility
A trip to Tesco brought another eye-opening moment. I walked around, picked up my items, and then searched for the billing counter, only to be directed to a self-checkout. The trust here was astounding—there was no one monitoring me in real-time, no barriers to prevent me from walking out without paying. The assumption was simple: people will do the right thing. It’s a stark contrast to the multiple layers of checks we often have in India, where there’s almost a lack of trust built into the system.
Public Spaces: A Collective Responsibility
Yesterday, I spent some time in Russell Square Garden. It was pristine, filled with people enjoying picnics, walking their dogs, or just relaxing. What struck me was how clean and well-maintained it was. Pet owners responsibly cleaned up after their pets, and everyone disposed of their trash properly. This isn’t enforced with signs or guards—it’s just part of the culture. Compare that to public spaces in India, which often struggle with cleanliness. There’s an opportunity here for a cultural shift toward treating public spaces with the same respect and care.
A Conversation on Antitrust Sentiment
Somewhere during the week, I met someone from London who could be a potential business partner for Edzola. We were discussing how she could offshore some of her development work to our center in India, and she said something that really stuck with me. She said, "Akshay, I trust you, and I know the work that Edzola has done, but I don’t know how organizations in London will perceive that."
She explained that there’s a general sentiment of *antitrust* toward services outsourced to India, primarily because many people in the UK have had negative experiences with customer service that was outsourced to India. Whether it was with banks or government services, people here often had to deal with inefficient processes, multiple hand-offs, and poor service quality. This led to a perception problem—many would simply hang up the phone if they heard an Indian voice on the other end, assuming their query wouldn’t be solved.
This conversation was a stark reminder that trust doesn’t just apply to the simple things like traffic systems or supermarkets. It runs much deeper into how we operate as a country and how we’re perceived globally. I think the trust we cultivate in small, everyday things reflects the trust we can build on a larger scale.
The Role of Trust in Building a Better India
Reflecting on these experiences, I believe that the foundation of a developed nation isn’t just good infrastructure or technology but also a high-trust culture. When people are trusted, and systems are designed with that trust in mind, efficiency soars. I dream of an India where we adopt similar practices—a place where trust is built into the system, where public spaces are treated with care, and where we can reduce the need for constant supervision.
Final Thoughts
Building a high-trust society in India won’t happen overnight, but it’s possible. Whether it’s traffic systems, public spaces, or everyday transactions, trust can improve our efficiency and quality of life. With time and effort, we can work toward a future where trust, responsibility, and efficiency become the norm.
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