Specifically I was talking about this part

> "At some point, one man quietly pulled me aside and suggested that if I "gave something," they could help solve the problem more easily.".

You can pay that fee/bribe and things will go smoothly.

But more generally my thought was that the western idea is that bureaucracy rules are something to be followed and, even if painful, are the path to getting the state to provide the services. In Uganda, it's better to model bureaucracy as a system that exists to enable bribes and following the rules to the letter and expecting state services is fighting the system.

If you want to get goods to someone in Uganda, don't talk to the Australian Post about the rules, talk to a Ugandan importer who knows how to actually work the system that exists in practice.

Caveats about broad brushes of course, but that's the realistic approach IMO.