People building and manteining the system are not really engaged with customers, and therefore cannot know what the system is used for? And people best qualifie

People building and manteining the system are not really engaged with customers, and therefore cannot know what the system is used for? And people best qualified to understand that lives were at risk are so far away detached from the development team that their voices got drowned in a sea of pushy, entitled managers-of-very-important-things?