This is neither an isolated example (there are lots) nor does is it necessarily have anything to do with this government, this is symptomatic of the UK's woefully poor systems/management which has a decades long history. Everything is disjointed but that is a matter of policy and one comes across examples where pride is expressed in this chaos being institutional - it is a deliberate state of affairs, just like far superior systems are in other countries.
Overhaul ? It would not be enough, that has already supposedly been done quite regularly but we see the result, again and again. It would be very easy to simply copy and install/instigate better systems which are known to work elsewhere but that would be an admission that the foreigners have the solution the UK lacks (heavy thud as the foot goes down).