Problem is, a lot of these people, through no fault of their own, don't have a clue about operational matters. During my 31 years in NATS (and its predecessors) I had some experience of non-techies who were there to "help". Unfortunately their ideas were usually accepted ahead of ours and we ended up with things we didn't want, were unsuitable or added to our workload.
I don't know how the system works now but I hope that the HR people spend a lot of time at the front-end taking note of what the coal-face workers really want.