For one, they’re farming the job out to a third-party: Accenture. Hoping to put themselves at arm’s length from any problems that arise. This is standard “late stage capitalism” shit, but I doubt Google would be willing to bring their moderation team in-house and let them interact with their precious engineers - the people who could actually help alleviate some of the stresses the moderators are facing.

Conway’s Law[1] applies. In terms of product priorities, the design needs of “contracted moderators” are somewhere below IPv6 support in the product roadmap.

[1] https://en.m.wikipedia.org/wiki/Conway's_law