I mean engaging customers (aka citizens when it comes to government) is just part of doing your of job. I mean read any review of literally anything online and there is ALWAYS more negative than positive. It's just the way the world works, people don't speak up until there's a reason to i.e they get pissed.
But regardless of how negative the criticism is you have to take it in order to push through the problem. Granted not all criticism is warranted but still engaging people is a necessity of bettering whatever you organization is whether it's government related or not.