Ha! So much of this resonates with me.
These days I am a Defence contractor and manage a USAF-owned software system called Patriot Excalibur, or PEX. It's an aviation resource management system. It's used by every flying unit in the USAF, as well as the majority of other USAF units. Since it has such a wide user base, it has to cater to many different types of operation (fighters, tankers, bombers, transport, etc), each with specific requirements. The system does this quite well, offering various options for each module to suit the user need.
We decided to use it in Australia since it was a good tool. Even then, we still had to make modifications to suit the Australian environment. Despite being a good tool, there are areas where the users complain and want changed. Command also uses PEX but mainly in the area of data mining, rather than flight scheduling / flying currency management.
So we have a fair few bugs / enhancements to address. We used to do this with Agile development, putting out a new release every 3 months but now we are shackled to Defence's processes, it takes us 6 months to generate the required paperwork for a release.
Still, not too bad, eh? Nope. The person in charge of the system for one of the Services stymies us. They are a very smart individual but have never been in uniform, have never been aircrew. And more often than not, we have suggestions for improvement to which the frontline workers say "Fantastic! Just what we want! When can we have it?" and this person says "They don't need that" and instead lobbies for some reporting tool, which is wanted only by a small group but is usually Command.
No wonder I am retiring!
[END RANT]