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Unfortunately, most systems are politically managed.

In my city, the multi-billion dollar transit system was once run by a welfare-queen. (I am not exaggerating) She was originally put on the transit board because the politicians thought that "the poor" needed a voice in running the system. Eventually, she was appointed chairman, a grand symbol of political-correctness run amok. Of course, she was just a figurehead for the mis-managers who actually run the system. But it's hardly a paradigm that led to a well-run system that looked at its riders as their customers as opposed to being an excuse for their existence.