Just to throw in my two cents from up here in Canada…
I worked for 4 years in an in-person Government office called Service Canada and we provide support and assistance to the public for the majority of our Federal Government programs and services, including our pension programs and employment insurance. What i found fascinating was that the public actually had some wonderful ideas on how the public service could improve, mind you a lot of their ideas were disguised in the form of a complaint, but if we were to intelligently analyse the comments that are being made about our Government services, we might happen to pleasantly surprise the public.
A clear example of this could be the fact that many Canadians have a hard time accessing information on our website. This could stem from a variety of issues, however if we were to look attentively at their comments we might find the root issue and solve the base of their frustrations.