I feel for you, because when I was a sergeant major there, I used to watch Parliament on TV. I saw my commanding officer giving information about the JPSU, saying that the manning was fine when in fact it was going to hell in a handbasket and the handbasket was on fire.
This is what happened. They had so many people come in, and they wouldn't staff the unit properly, and crisis after crisis stacked one on top of the other. They started treating people like files and not people. The onus was on procedures, policy, all these things that take the humanity away. There was emphasis on time when there should have been emphasis on care.