>"expertise required to transform back-office functions from bespoke systems to efficient, industry-standard processes..."
And the industry-standard process for doing something like housing benefit?
Over 20 years back I helped to move a local authority off their proprietary mainframe onto a COTS imaging and workflow system. Yes the platform was Unix/Windows (ie. commodity), yes the imaging and workflow software and associated DBMS were commodity. However, once it was configured to support the processing of such things as housing benefit, council tax etc. it was effectively bespoke as there was no way the council was going to easily move off the resulting commodity platform without a full rewrite of the applications to another commodity platform. So I would assume "industry-standard processes" actually means one supplier for all of government.