Organizations - well, people, since orgs are just the people in them in some sense - seem to have a big problem realizing how fubar they are. An analogy I like to use is your local (at least in the USA) public transportation system.

Most likely, it frankly sucks. For example, the schedules suck, especially if you are doing any transfers in the system, and doubly especially if you are doing any transfers among systems.

Yet if you ever see the maintenance yard for the stuff, or the control room, or the computers, or whatever, it actually probably could almost seem impressive. We've got all these buses/trains/computers/whatever here! Surely they can zip out and cover the place well and lead to happy fun commute times! And yet obviously that possibly fancy looking infrastructure that seems so ripe with potential when seen in aggregate almost utterly fails to translate into something that really really really meets and oversatisfies the end user.

Sure, this is partially just a matter of not realizing how big the lay of the land to be serviced is. Sure, it is perhaps due to not thinking about all the real intricacies of multiple lines, lots of people, limited hardware, the need for overcapacity for fail-over, the damage of knock-on effects, yadda.

But the point is that if you aren't the end user and you are instead somebody looking at the infrastructure, you can easily totally underestimate just how much it totally freaking sucks to be the end user.