See, back in the old days, I came across some really good JobCentre staff.
I've frequently relocated for work or training, and have occasionally claimed to cover the gaps that entails. I've also used JobCentres from the other side when recruiting staff.
Some were excellent, very professional, really knew their stuff. Some... weren't.
When the 2008 restructuring came in, I saw chat by these professional staff on talkboards about how unhappy they were with the change in their role - from supporting people into work to administering a punitive system.
I've also seen the change in my local JobCentre.
Before 2008, I went in to ask if the Pathways to Work support set-up for disabled people had anything to offer me. The answer was: not a lot given I could already read and write, write my own CV, and a ramp wouldn't change whether I could work.
The interview took place in a private room at the JobCentre: their normal practice at the time.
After 2008, when I got summoned for a compulsory "disabled people to prepare for work" interview while they'd mucked up my claim, the treatment couldn't have been more different.
It was a summons (with threats) at only a few working days' notice, so if I'd been in hospital I wouldn't have got it in time. The phone number on the letter didn't work, so I wouldn't have been able to re-arrange if I'd been in hospital or needed someone to come with me (there's no legal requirement to be available at 24 hours' notice - they seem to have confused the sick with the unemployed).
And they they admitted in writing that all these interviews - about people's medical conditions and work capacity - took place in the main JobCentre hall. Where everyone in the room would be able to hear about the interviewee's incontinence and mental health problems, or whatever.
When I told them I was planning to mention this to my MP, suddenly the need for me to come in vanished like the morning mist.
They were fortunate I was so ill at that point, because I'd been laying a paper trail to take this to my MP for everyone's benefit, not just my own. But I just wasn't well enough to.
So I can absolutely believe that most of the good staff have left in despair, to not be part of something that's just wrong.