I build internal tools and I regularly build things that, while not what they asked for, the users are glad to get in the end since it was a car and not a faste

I build internal tools and I regularly build things that, while not what they asked for, the users are glad to get in the end since it was a car and not a faster horse. My biggest problem has always been that users are used to software being "Stone Tablets from the Mountain" and so instinctively work around the tool instead of just asking me to fix it. Which is reasonable mostly since almost all the software they (and me!) have ever used is very much like this. This isn't only a discussion about software though, but about government. The citizens don't even report problems because they assume they will be ignored. So the government stops listening because there is nothing to listen to. Round and round it goes.