That economist article is a bit harsh, how many times have you had rubbish Customer Service from a bank, shop or your phone company.
Leading to stupid comments like this on the Economist website.
"Because they do not work for their customers, they work for Boris (maybe!). Lots of other civil servants from teachers to police consider that they work for a conveniently absent 'state' rather than for the people who use their services. This has always seemed to me the most compelling argument for privatisation!"