Government departments are still operating in stone-age mode

This is more than just a review this is a plea with hopes that it reaches somebody who actually cares to do something about this. Following last year's lockdown like many government offices the department of Home Affairs' refugee centre closed its offices throughout. Which resulted in many foreign nationals being unable to renew their permits. After an entire year, the department final decides to provide permits extensions online. In this dying age of technological advancement, the best the department could come up with is email addresses to which applicants were to send a request for a "template" which is basically an editable form that they would fill up as application and re-email to the department for permit extension. Besides the unnecessary gymnastics this process attracts, i would like to talk about the poor efficiency of the entire setup. I sent few emails in the past 2 months requesting the so called "template" for my application however no response came through. This morning by some miraculous way i manage to get hold of someone on the phone a very nice lady, who explained to me that she was the one receiving ALL email at the Durban centre and then she is supposed to forward each email to another office which is in turn supposed to send that "template" to the applicant. She made it clear to me that she was still processing emails back dating as far as May. The department however has set June 30th as a deadly for foreign nationals to get their documentation in order. There is clearly a lack of consideration from the officials who make such decisions and clearly ignore the total inefficiency of the systems they put in place when the government is able to offer much better communication and processing channels in South Africa why are government offices still operating in stone-age like mode?