You are absolutely correct, and my snarky reply leads toward this tendency to call an organization as a monolithic entity that has agendas when the actual issue could be any number of other things, probably all of them, in a quagmire together:
Resistance to change and outside pressure, factionialization within the group that leads to the request being impeded, corruption, organized crime, institutional failure, racism, nationalism, cronyism, outdated training, lack of training in general…
There could be a good number of people trying to comply with the policy and simply failing. We just don’t know the full truth.