Part of the Lapping plan (massively resisted) was a complete revamp and overhaul of the "back office" systems and procedures. He had obviously spotted that there were huge improvements needed. It must have been quite difficult to get anything sorted with the way things have been, but this sort of thing happens all too often here.
The ticketing, in the main, has been pretty shambolic for years. As soon as there are more than a dozen people in the queue the whole system appears to grind to a halt. This should not be the case, it doesn't happen at any other major event you might attend. Whether it is a sporting event, or entertainment, or whatever, things are always organised much better, and everything is customer focused, with the result that people are prepared to wait 5 minutes (but not 2 hours) to get a ticket, or get in.