Officials with attitudes that the service starts only when an incoming request is considered rather than their service has a duty to provide services to people on benefits that he should get.
Commissioner attitude that the service is started it when someone comes over to obtain services that they have a duty to provide for the people on the benefits that they should be.
The attitude that the government service will start only when there is contact the service rather than as their duty to provide for the people on the benefits that he should have been.