By Anthony Tilghman
Talk to people across Maryland long enough and you’ll hear the same thing over and over: many residents no longer feel connected to their government.
Some are frustrated with elected officials who only seem visible during campaign season. Others are worn down by long waits, unanswered calls, and agencies that make simple problems harder than they should be. The politics may differ from one community to another, but the feeling is often the same — people want to feel respected and heard again.
Two issues sit at the center of that frustration: leadership that has become too focused on politics instead of people, and a government culture that too often forgets the importance of basic customer service.
Public office was never supposed to be about status. It was supposed to be about service.
Most Maryland residents are not asking for perfection. They are asking for leaders who listen, follow through, and stay engaged after the election signs come down. They want honesty when problems arise and accessibility when concerns are raised. They want leaders who spend less time protecting political relationships and more time solving real problems in neighborhoods and communities.
That disconnect matters because trust in government is built through everyday interactions, not speeches.
The same is true when residents deal with public agencies. For many people, those interactions happen during stressful moments — applying for assistance, dealing with housing concerns, trying to resolve issues with schools, or navigating healthcare and licensing systems. Too often, the experience leaves people feeling dismissed instead of helped.
Nobody should have to fight just to get a phone call returned.
Good customer service in government should not be viewed as some extra feature. It is part of the job. When residents reach out for help, they deserve clear communication, professionalism, and a sense that somebody actually cares whether the issue gets resolved.
Small things matter. Returning calls matters. Following up matters. Treating people with patience and dignity matters.
Government works best when people believe those in leadership still remember who they work for.
Maryland has good people serving at every level of government, but the culture has to improve. Residents should not feel like they are navigating systems designed to wear them down. Public service should feel human again.
At the end of the day, titles are temporary. Service is what people remember.
Anthony Tilghman is a community advocate, former educator, and District Heights commissioner currently running for the Maryland House of Delegates in District 25. His campaign focuses on government accountability, community engagement, public service, education, health equity, and improving the quality of life for working families across Prince George’s County.
