You're absolutely correct on this point. When I was working as a transmission system operator the older guys (all in the 50s and 60s) would complain all day and night about the new "computer apps" that were introduced in our day to day workflow. They all preferred the old "pen and paper" way of doing things...Like you said, I'd be the who would end up putting the written switching procedures into the application we used since the older guys basically refused to learn it...
They would much rather use pen and paper to report what they did or didn’t do, with little appreciation for the reporting that could be done with a bit of input on the computer.
We make significant revenue based on accurate maps and good data as well. Just fixing our attachment rental inventory and keeping it accurate pays for all of the GIS system and upkeep with money to spare.
Another problem that must be considered is that utility workers, while highly competent at their profession, are not always great with working on computers. They generally write everything down on paper and then have one of the younger linemen input the changes into the electronic records system.
Also utilities often have several record systems in place, some being GIS based, and some being mobile computer based with check in with a central database. These systems are almost never developed and worked on by the same people, so inconsistencies abound. It's normal for the inventories to diverge, and for updates to take weeks to propagate from one system to another.