"the needs of most government bureaucracies would be well served by currently available OSS word processing, spreadsheet, presentation and graphics software."

wait until they found out that there is no "customer service" in OSS, sometimes the project is fine but people need "someone" to be held accountable in some ways

that's why a lot of OSS project never take flight

There absolutely can be "customer service" in OSS. You can usually find someone to pay for it.

Customer service is how OSS companies make money.