No, government doesn't respond to "customers". Government responds to citizens.
To get a new culture at the FAA, two options:
First, fire everybody in the "management" ranks of the FAA up to and including the administrator. Bring a new Administrator who will foster the culture you want, and give him 10 years and a streamlined hiring process, so he can get "his" staff hired and doing things "his" way. Wait a while (6 years).
or
Get a new administrator, give him at least a ten-year term, and the ability to make personnel changes at his discretion (meaning, fire and replace anyone who doesn't get with the program). Have the "new culture" taught at OKC, and ruthlessly enforce it. Wait 8 or more years.
Rapid culture change in government, given the personnel regs, congressional meddling, and other factors, is practically impossible. It's hard enough in private-sector companies where leadership CAN manage personnel.