Command-and-control thinkers assume service must be ‘balanced’ with cost. Better service, they think, must cost more.
It is because they cannot ‘see’ the costs associated with poor service, which are often catastrophic.
It is also because their whole world is built around the idea that cost = activity and so better service = more activity = more cost.
The counterintuitive truth is that better service is cheaper; simply because you remove all the costs associated with giving poor service.