> Instead, this should be done department-by-department, app-by-app. Design the process from the bottom up. It is a technical way. "Do not mind people, just ma

> Instead, this should be done department-by-department, app-by-app. Design the process from the bottom up. It is a technical way. "Do not mind people, just make tech to work". This way have its benefits, like it tends to make result to have better design, but what about people? They work and they think that their work is important and valued. But "hey, some engineer came and started to make it his way without any reverences to us". It is humiliating, and such engineer could face a resistance. The author made a genius' move which I might expect from a psychologist or any other social oriented person, not from tech-savvy engineer: he started to make life of a people better. He asked their opinion on how they think it would be made better. He showed respect. He showed people that he sees them as people, not as gears in a clockwork mechanism. They reacted as people generally tend to react to this: they welcomed him. Probably it helped that it was government bureaucracy which likely treat people as gears in a clockwork, so his way of treating people contrasted nicely to the way they used to.