Isn't this because "request for policy support" is a new idea? I believe reps are going to be (or were) trained about how to use this Google form. If they are trained about bugzilla it'd be just the same, wouldn't it be?
Is "real time" important? Are we expecting 100 requests per hour? Otheriwse, bugzilla can do the same thing. It is one search and we have all the bugs at a centralized location.
I believe the whiteboard and keywords section along with other sections of Bugzilla lets us tag bugs in several ways simultaneously. It also helps search these according to different criteria, sort them, etc.
I can think of some advantages of using Google form. It is easier to edit a Google form, its responses; it is easier to file a response with Google form. But don't you think these are trivial gains while compared to the loss of transparency (and other superior technical features like a page for a bug, discussion forum for a bug, ability to link people to the status of that bug, etc)?
This is slightly unfair to the bugzilla dinosaur.