It's really not that complicated... You have a boss who makes the rules
Not everybody has a boss. Especially in large government organizations it might be difficult to find your boss. If you're a department head, or project lead it's more a question of who is in charge of what.
In a complex organizational structure sub-systems often fight against each other for control of key infrastructure and personnel.
And if I ever work phone support again I will assume everything, absolutely everything the person on the other end tells me is a blatant lie.
Is it plugged in? yes? LIER! It it turned on? yes? LIER! Can you see any messeges on the screen? no? LIER!
Why do they lie!??!?
They want you to do their work.
Anyone can make an omelet with eggs. The trick is to make one with none.