There's the cliché that in departments (such as Indian Intelligence Agencies), there's no place for personal emotions & the officers are often bound to work by following a set of hard-and-fast rules, no matter how apathetic they're. They get accustomed to that machinelike working conditions, thus their own emotions & feelings getting wiped out.
Here, it's just the opposite. From the very beginning, the story unveils that sometimes the burden of emotions gets too heavy to be carried for long. And, that's what makes the narrative more heartwarming to me.
