Yeah, there's probably some steps to get it and submit, even if it's easy... specially if you multiply it by all the people that are requesting it. (Imagine 100, 1000, or who knows how many people requesting you to do a simple calculation in your calculator everyday).
But it's not just the notes... it takes resources to answers all the phone calls, reply the emails, etc.
I have no idea, but maybe (just maybe) they would hire more officers to process the applications, or developers to improve the system, if they didn't need as many people to do all the applicant support.
Also, the support is mostly useless for us... they can't really do anything...