I've seen that equally in private business, especially in big corporations where some people sit and twiddle their thumbs for months on end and no one cares. I've also be 'treated' to assaultive responses to requests because some petty business bureaucrat takes it on him/herself to lord it over me secure in the knowledge that being nasty does not count on a performance review.Typically, gov't workers don't care because they get paid the same whether they help you or not.
I've also dealt with genuinely helpful people who are government employees but take it as their duty to do their best.
Small business is typically different which is why I classify the problem as bigness not government vs business bigness.