At the same time government has hardly changed since the days of quill, ink and vellum. Separate departments strung along Whitehall operate largely independently of each other. This leads to departments chunking up problems in ways that they can understand, have the mandate and skills to deal with, to policy cycles dictated by parliamentary, media and electoral timetables.
But citizens don’t think like this. They don’t think of government as the stretch of buildings along Whitehall, but as the school their children attend and the hospital they rush their sick relative to. Their daily life and existing work and family commitments are on a totally different schedule (daily, monthly and annually) to the often absurd parliamentary and media timetables. They want to engage when they feel energised to do so, not when it works for government