Obviously as a taxpayer I don't want to keep the layabouts either but I do want the genuinely sick and unemployed looked after and not, as has happened, the DWP denying them the help they need and sometimes lying and committing fraud to justify doing so. Sending people to food banks so they can feed their kids shouldn't be the answer in a civilised country.
There's something about civil servants that is neither civil nor serving. I think it's because they see their role as being to decide whether a member of the public, most probably a bona fide citizen, is eligible to receive a favour and, if so, it is given grudgingly, almost as a special dispensation, or the decision is delayed for an indefinite period. The initial default attitude of the civil servant is that an applicant or enquirer is ineligible for whatever it is they seek.
Short of a head transplant, what is required is proper training, to create a major attitude change , coupled with regular mystery enquirer checks (like mystery shoppers), leading to rewards for those civil servants who perform well and, for the bad performance, a penalty or transfer to a job which excludes any form of communication with real people.