It sounds as though you were the official apologist for government bureaucracy.
If I had an employee (or 10,000) who was directed to do "A" and she deliberately did the opposite, she'd be looking for a job. They'd all be looking for a job. If the department is working against your will, why have them around at all.
I know. You're going to tell me that it doesn't work that way in a bureaucracy.
Maybe you missed the part about the union. You obviously have never been in management and tried to fire a union member. It is extremely difficult.
You cannot just fire them because they failed to carry out an order. If they verbally refuse to follow an order you can fire them for insubordination. These people are not stupid. They never outright refuse to carry out an order. They merely proscrastinate. Forever.
The manager needs to document every single step of the way - you first have to give the person an "informal counseling". If they continue to screw up you then have to give them "formal counseling". If it continues you have to give them a "reprimand". If it still continues you then move to a 1 day suspension. If it still continues you then go on to a 3 day suspension. If it still continues you can then terminate them.
Now keep in mind, that every step along the way means a union grievance. You have to hold investigatory interviews. You have to have absloutely everything documented. If you fail to dot one "i" or cross one "t" - then you have to go back to the first step and start all over. Even when you get to the termination stage - it then goes up in front of an arbitration board. If the employee has 15 or 20 years of seniority - you can bet your bottom dollar they will be reinstated with all back pay.
I am not the "official apologist for government bureaucracy". Far from it. I hate bureaucracies.
I am merely telling you how it works.
Don't shoot the messenger.
As I said before - it's easy to say "I'd fire them." It just is not that easy.
Facts are facts and that is a fact. Ask anyone who has to deal with a bureaucracy.