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I know and agree it's rather slow and laborious but I think that the main problem lies with their staff.The majority of the staff has been put together from bit parts of other agencies whom IMHO are quite frankly not up to providing this service on any level.
What they should have done is create an internal homegrown team and not fell for taking on staff that they thought would be good; there not.
Maybe it's better for them to start from scratch or failing that just but out YSM.