Every facet of Civil Servant employment only has a certain number of staff
All doing jobs as instructed.... Over the years automation has been introduced and staff cut ... Hence the usage of forms, that require you to fill in boxes with standard answers
Forms are not touched by human hand., unless the 'robot' cannot deal or the response is odd
When policy changes and Form get complex.. staff gets switched from what they are doing to deal with it...
Delays everwhere