

I did consultancy work as part of renewing and replacing ancient software systems for an insurance company, and it’s amazing how little people actually know about how their own business processes are actually supposed to work.
Orgs are in the position where everyone who built a system is gone, and all the current people who work there defer to the system for how the processes work, without actually properly understanding the rules. And so the system itself becomes the arbiter of correctness.
This is obviously horrible because it ends up where nobody dares to touch the current system in case they break it in some way nobody understands.
We ended up speaking to people across the whole business to painstakingly work out what the rules really were, putting together a new system and effectively “dual running” that side-by-side with the old system, so we could compare outputs and make sure they were the same. In some case they were different, and in some of those cases it was actually because the old system was actually wrong, but nobody noticed!
It’s a mess.
I agree that it’s a huge fuck up, my comment wasn’t in defence of the post office, just a related story :)
Whenever I have delivered code for a client it has always been in a way where the client has complete ownership of the code and can maintain it themselves later (or ask a different company that isn’t us to come do it) because that’s the only sustainable approach, and all companies should absolutely demand that all work done for them is done this way.