i realise .. and i was involved the last 10 years since B5 on .. so i think i can give a realistic feedback !Perhaps next year you need to be more involved with the HQ operation, because then you might realise that most staff was operating 20 hours a day, with a constant stream of information flowing in, constant challenges to resolve. It was totally intense at times, and very rarely did any of us get a break. I'm not looking for a medal, but players need to know that when they come in to HQ, then maybe the person you speak to has a dozen things they are dealing with at the same time, and they are not able to give you the attention you look for.
It was really the way HQ handle people that come with questions an intel .. your young Intel officer with no safety googles i talked 4 times then he "said wait i check" .. i waited every time 1h and he disapperad somewhere !