[caw]

> the critical success factor is having someone in the team that truly cares about it.

Entirely true. In my last job, I was that person. In my current job, I care about it, but in a sort of different manner. My personal documentation is great (or so I'd like to think), but I don't push for other people to post their documentation unless it's something they're trying to ask me to do by following the documentation.

As a result, documentation is sparse, even though they lament the lack of documentation for services.

You need someone who takes ownership for documentation. Whether it's a self-appointed task or a dedicated employee, if you're missing that you'll be missing documentation.