You're right about the desire to help. I would add that contracts and tendering are unlikely to have been involved, which probably means they built it in house.

You're right about the desire to help. I would add that contracts and tendering are unlikely to have been involved, which probably means they built it in house. That helps enormously: I spent some time at the UK's ministry of justice and when they in sourced they built great, high value stuff in an incremental, iterative way which addressed the greatest pain. Rollouts were quick and testing was central. Nobody was padding a contract to inflate their pay or performance ratings, instead preferring to regularly demo to peers and test with users to demonstrate value.