Are we that stupid? The government wants us to think that a few rogues were able to use the IRS, FBI, Homeland Security etc etc to attack hundreds of their critics for more than 2 years and that Obama had nothing to do with it. Is anyone really that stupid?
What we have here is a large office with vast correspondence with people of all kinds all over the nation. I've worked in two such offices for many years and studied the phenomenon even longer. Health insurance and auto insurance providers run similar operations.
The process in question STARTS AT THE BOTTOM as a way of more effectively and efficiently processing the correspondence and delivering answers. Top management rarely gets involved in these things but when they do they'll always have an ulterior and probably secret motive.
Here the separation had been going on before management decided it was good and began giving each other awards for the idea. This extended all the way to the President himself signing off on $103,000 in bonuses to the top boss, and then, once the election was over she got a big promotion to head up the ObamaKKKare harrassment division!
This sort of thing happens in the private sector as well. Modern correspondence control systems simply make it worse.
But you know that I am sure.