I think it can be a mixture of both. People who don't have the drive, goodwill, and skills (i.e. incompetance) to take on extra work will sometimes willfully

I think it can be a mixture of both. People who don't have the drive, goodwill, and skills (i.e. incompetance) to take on extra work will sometimes willfully ignore problems (i.e. malice). This only increases in an environment where demand is locked in for whatever reason. And it gets even worse when replacing the supply is hamstrung by bureaucracy.