I don't think it's IT's fault. I think they do the best they can with what they have. I imagine all Follett online operations as them trying to build a house, but not in the correct order, or with anything that actually goes in a house. They rough out the bathroom, put in a toilet but no plumbing. "You can still crap in it. What's the problem?"
"The toilet? Yeah, it's a galvanized bucket, but so what?"
Maybe this is a bad analogy. It's like Frankenstein's Monster. Bits and pieces of other whole, previously functional bodies assembled into one horrifying creature.