The situation described suggests an agency that must change direction quickly: its operations should be more open to public scrutiny, the internal culture needs an urgent overhaul, and leadership should be filled with seasoned, committed professionals who can restore trust.

Radical transparency means more than issuing occasional press releases. It requires regular, accessible reporting on decisions, budgets and outcomes; routine public briefings; and clear channels for community members to ask questions and receive timely answers. Transparency should be built into daily practices so the public can follow progress and hold the agency accountable.

Culture change needs to be immediate and intentional. That involves reworking incentives and expectations, strengthening whistleblower protections, expanding training on ethics and customer-focused service, and addressing behaviors that have allowed problems to persist. A healthier organizational culture also depends on consistent enforcement of rules and visible consequences when standards are not met.

Experienced, committed leadership is the linchpin. New leaders should have proven records of turning around troubled organizations, managing public accountability, and engaging constructively with stakeholders. Short-term interim leadership can stabilize operations, but long-term success requires recruiting executives who combine technical expertise with a dedication to transparency and community service.

Practical next steps include commissioning an independent audit, setting measurable reform goals with deadlines, creating community oversight panels, and publishing progress reports on a fixed schedule. If officials adopt these measures and follow through, the agency can begin to rebuild credibility and deliver better results for the people it serves.