This isn't complicated.
Private enterprise exists to make money, not provide goods or services. The whole point of private enterprise is to divert money from customer intentions. Provision of goods and services are secondary considerations to making money. Optimal operation keeps the customer just barely satisfied (or alive) sufficient to pay bills-- anything more is excessive and excessively harmful to profit. The system will always converge on this outcome.
Capita has zero fundamental interest in doing whatever it is we want them to do and which they claim to earnestly support -- they didn't volunteer to do our work as a magnanimous gesture. Duh.
From time to time we have to relearn this, obvious though it is.
Biting the hand that feeds IT
