This problem has probably existed for many years. It is nothing new.
This is common to all government programs nowadays. So it is probably not a philosophical issue. It is part of the fabric of government programs. I also think it is possible for all departments to improve their services if they focus on the citizens' experience.
To my mind, that is the reason behind our message. It is possible for departments to change their practices and improve their performance, provided that they find a better way of reviewing their processes and programs. The citizen must become the focal point.