Please read this - and pass it on. More and more, the services of the State seem to serve only as a way to employ people, not to achieve.
Not all the individuals can be blamed - you can lose your job for going beyond your brief, or shortcutting protocol.
But don't expect a pantomime horse to win the Derby, and don't expect compassion and commitment from these reified functions that we used to perform for ourselves.
Maybe only embarrassment will make a difference. Please pass on the link to Callum's site.