"I actually think its a really good reason why it often goes wrong in the sense that most governmental agencies always think they need to somehow customize to t

"I actually think its a really good reason why it often goes wrong in the sense that most governmental agencies always think they need to somehow customize to their unique needs." yup! and it's the agency needs, not the needs of the actual user that are unique and special and require customization. a big reason that GDS in the UK is having success is that the user need always comes first.