I just changed my mailing address with the VA. The phone call took me over an hour (had to wait a half hour on hold only to make an appointment for them to call me back later). The man informed me to change my address for any medical benefits or education benefits, I'd have to call them (was a bit vague on who "they" were..) because it's three separate databases.
WTF?! It's all the Department of Veterans Affairs! Why do they have my data stored in THREE different databases?! And why can't this guy submit the request for it to be changed in all three?
I see you and I raise you. Before I defected to a credit union, any time I made a dreaded call to Bank of America customer service I typically had to spend over an hour on the phone with them. Every time I spoke to someone new I had to start at the top, beginning with identifying myself and proving that I was who I said I was. On one call I got passed around five departments (one of them twice) because nobody had a fucking clue who was doing what and who could help me.
Oh and my local DMV works with efficiency that would put any bank to shame. In and out in 15 minutes without an appointment, 5 minutes with an appointment, and most services available online and eliminating the need to go into the office. Not bad for a service that only ten years ago was a half-day ordeal for even trivial transactions.
Bottom line: there are efficient private businesses and inefficient private businesses. There are efficient government departments and inefficient government departments.