>That team probably set up the onerous Google Docs process to gate requests because they get so many! Also: they're likely understaffed, there's no division of

>That team probably set up the onerous Google Docs process to gate requests because they get so many! Also: they're likely understaffed, there's no division of responsibility - anyone could get a task for anything - and because of this, simply can't handle the volume of requests or route the requests to people who already know what's going on (and would be able to handle it more efficiently than someone with zero knowledge). Infrastructure teams often seem spread thin. Dev teams are lucky that not every other dev team relies on them, usually. This reduces communication for that team significantly. Every dev team relies on infrastructure, so lots of communication overhead for them.