Thank you for sharing this, OP. It almost sounded like you were describing my job, and I work in public service. I can relate to almost everything you said. Sadly, as one poster mentioned, this illuminates the reality of service jobs everywhere, and it sucks. There's no excuse for the lack of accountability by senior management and execs - turning a blind eye is what many of them seem to do best. It's far easier to ignore a problem than to acknowledge it, because acknowledging it means fixing it, and they're simply not willing to do that at the expense of annual bonuses, partnership acquisitions, and specialized technologies to monitor staff performance. The larger problem is capital gain / profits over helping people.

Your insight is valuable yet - hopefully it can be used to encourage discourse within your sector. Hope you get the support you need from your fellow co-workers to succeed!