The crappy articles linked don't explain what went wrong, but I found one which did: https://www.techspot.com/news/...
It sounds like the main issue was compatibility. They had a large number of templates and documents in Microsoft formats, and had to deal with ones coming from other departments.
The problems sound like the usual ones with MS documents being extremely brittle. Because every version of Word keeps the page layout and font rendering exactly the same, nobody notices. As soon as they switch to another app, slight changes on character dimensions, rounding errors, and unimplemented layout bugs combine to break everything. The resultant document is a mess and very labour intensive to fix.
They could employ people to work on fixing that in code, but it would probably be easier to just fix the documents, or develop an agentic AI that can do it automatically.