But in a world of rapid change in the marketplace, of an increasing proportion of knowledge work, of increasing technical complexity of the work, and where customers who do not even know themselves what will delight them, stable predictable work environments are largely a thing of the past.

FORBES: Measuring What Matters: From Outputs to Outcomes: Part 3

They included "the complexity of the system, lack of knowledge of entitlement, a perception of being stigmatised by the receipt of benefit and physical or other difficulties in the processes of claiming".

BBC: 'Millions unclaimed' by pensioners

This model emerged from the ever-increasing complexity of our world and the resulting need for specialists to make sense of specialized knowledge.

FORBES: Innovation: Time to Ditch "Model T Leadership"