It must be said that "cities", as used in this piece, is a rather generous term. Sedro-Woolley has 13K residents. Stanwood has 9K. They probably don't have enough people on payroll to handle FOA requests, hence "panic".
FOA requests are a part of the total cost of ownership of these products. At some point a vendor, the state, a consultancy was negligent in this fact, and we should not entertain ideas of minimizing the issues I agree. Cities is the correct term, below that size are villages and hamlets and if they are incorporated they are a city.
You know, in hockey there's sometimes a saying that "if you're too small to carry your gear bag, you're too small to play hockey." Feels like there might be some kind of moral lesson there for this situation.