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Postmaster-General Elwes became a Hero of the Post Office for introducing the queueing principle for the first time. In the twenty-five years prior to this innovation, the general Ankh-Morpork civic ethos had led to twelve people fighting to send a postal packet and one man losing a leg while desperate to get a delayed tax return in the post. elwes introduced this sysatem with all good intentions and the later refinement of the concept by Counter Manageress Alexandra Willet is something he should be held blameless for.