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The Trust Gap at the Heart of South Africa’s Mobility Challenge

Every day, over 15 million South Africans rely on minibus taxis. These informal vehicles move more people than any other mode of transport, often reaching areas where buses and trains don’t go. But they do more than move people. They carry livelihoods, neighbourhood relationships, and the unspoken social contracts that keep daily life in motion.

Now, formalisation is gathering pace. Governments are introducing route permits, digital ticketing, and performance metrics to improve safety, reliability, and integration. These steps are overdue. But they also carry risk – because the foundation that keeps this system running isn’t only infrastructure. It’s trust.

The assumption is that regulation will fix what’s broken. But if regulation breaks the trust that holds this system together, we may fix the form but lose the function.

Recent data points to this tension. The South African Cities Network reports that over 68% of taxi operators feel excluded from policy-making processes. Meanwhile, the Gauteng Department of Roads and Transport notes that only 22% of passengers believe government understands how they use taxis. In a system built on informal agreements and street-level reputation, top-down change without community trust risks collapse.

So how do we proceed?

The Global Trust Project believes trust isn’t a soft concept – it’s a strategic asset. And like any asset, it can be measured, strengthened, and aligned to purpose.

We use the Trust Equity Index (TEi) – a diagnostic framework grounded in the trust research. It evaluates four core dimensions of trustworthiness in systems and organisations:

• Integrity: Are words and actions aligned?
• Benevolence: Is there care for people’s well-being and dignity?
• Capability: Can the system reliably deliver?
• Inclination: Are actors willing to trust, and be trusted?

These dimensions, grounded in over 60 years of research, shape how people interpret every engagement — from a policy announcement to a fare dispute on the street. When even one is missing, trust begins to erode, even if the system appears efficient on the surface.

Mobility reform isn’t a checklist to complete -it’s a relationship to earn. It means engaging transparently, honouring lived realities, and standing behind promises with consistency. It also means building systems that reflect public intention – not just institutional image.

If this strikes a chord, we’re offering something simple: a short, free version of the TEi – a self-assessment that gives you insight into your own approach to trust in smarter mobility. You’ll get a snapshot of how you show up in the eyes of others – and where the gaps might be.

It’s a starting point – a taste of what deeper diagnostics can unlock.

If it prompts new questions or confirms what you’ve suspected, reach out. We’d be glad to explore what trust-centred Mobility could look like for your organisation.

Take the TEi Snapshot. See how trust is shaping – or stalling – your mobility initiatives.

We’re proud to walk alongside Smarter Mobility Africa, a trusted platform for those reimagining how people and goods move – and committed to building mobility systems that are trusted, inclusive, and future-ready.

About the author

Dominic Wilhelm
Executive Director

The Global Trust Project

As the Executive Director of The Global Trust Project, I work with leaders, organisations and governments internationally to build trust-rich pathways for what matters most. Evidence shows that trust produces better outcomes across all domains, and roles. TGTP's focus areas: • Strategy & Advisory: Guiding leaders and organizations to build trust for sustai...