I wish this were the case! Government agencies need to be more outward-facing and empower staff to interact with the public. They have to trust them to put them front and center. However, a lot of time leadership seeks to control rather than empower staff. This inhibits communication with the public. It also demoralizes staff who see their talents going to waste.
In many ways, we have a 1950s command and control government in a social media age. There's bound to be a lot of frustration all around - from citizens, managers and staff as they try to adapt to this new era.