Sometimes written policies conflict with actual practice. Sometimes standards are overlooked. Often there is insufficient communication. Process is the oil that keeps the machine running smoothly. Incentives are why we work.
Incentives start with missions, goals and objectives.
These are organized and translated into the actions we take to get things done. What we do is then measured, and we are compensated based on how well we perform. Actually, in most agencies, there is little correlation between performance and compensation. People are paid based on their job descriptions, most of which have little relevance to what people actually do or how well they do it. Except for producers, there is little performance-based compensation within agencies.