Silly parents, don't you realize we know better?
At Wired News we have another example of what happens when customers are thought of a recipients of a public service. New York City parents overwhelmingly want their kids to be able to take cell phones to school for reasons of convenience and, primarily, safety. But the mayor and school officials are responding with an categorical "no." Cell phones would be too much a distraction, they say, and we can't have the little monsters taking phone-camera pictures of each other in locker room.
A customer base almost has universally proclaimed to a service provider, "We want a service that is like X." In any consumer-based, competitive industry their demands would have immediately been satisfied, or the service provider would have gone out of business as their client base is drawn off my more amenable companies. But in the nanny-state, tin-eared, bureaucratic world of public service, a universal demand is met by a smug "Sorry, we know better."