Kathy Sierra on user happiness

Kathy has an excellent post today on what happens when the "policies and procedures tail" wags the "user happiness dog." I continually remind my IT team here at Resurrection that our job is to serve users, not the other way around. My team has a lot of ideas about how to increase our efficiency, which I think is great so long as it doesn't make things more diffcult for those we serve. Do you advocate for users in your organization?