Cap'n Transit on the journalist's temptation to write "David vs Goliath" stories:
Behind an apparent David and Goliath story of Outraged Residents confronting the Heartless Bureaucrats may be a much uglier story. The Outraged Residents may actually be a few wealthy or upper-middle-class people protecting their privilege and convenience at the expense of the convenience – or often the safety and well-being – of much larger numbers of less fortunate people, and the Heartless Bureaucrats may actually be engaged in an emotionally draining struggle to protect these less fortunate people.
I expanded on this difficult issue here. Cap'n Transit frames this specifically as a class issue, but it doesn't have to be. In many cases the Heartless Bureaucrats are just balancing the needs of a number of conflicting parties, who would all rather yell about "the government" than do the hard work of talking and listening to each other.