The great trouble with all these organisations, be they government or private, is that the over-educated lackwits who "manage" them and create the problems are never the ones who have contact with the customers. Higher management is even more insulated from reality, and usually take the view that as long as they can show a large profit, or whatever performance parameter is deemed worthy by the minister, they are safe from the angry mob with the pitchforks, tar, feathers and sharpened stakes that would be their just lot if they could be found.
There, that feels better.
