Complaints were routed through supervisors who were themselves the subject of those complaints.

Security procedures differed by department without written justification.

At the end, a custodian named Rosa stood near the back of the room and asked whether she could speak.

“I’ve been cleaning this building for thirteen years,” she said.

“I’ve never used the executive elevator, not because there’s a rule but because I was told people like me should know better.”

No one answered immediately.