I've got this theory that people think government service must be so terrible because it was poor compared to corporate service in the 80's (the Golden Age of Boomerism), corporate service shamelessly got so much worse, and they simply assume government service must also have.
I've called the federal government a handful of times (IRS, Savings Bonds, Social Security). The people I spoke with were knowledgeable and empowered. A bit comic promulgating bureaucracy and delays (I think I was once told something like oh your case is only 10 days late being processed so it's not a priority yet), and of course some wait on hold/callback game. But the people I would end up speaking to had my paperwork in front of them, readily answered questions in an intelligent manner, and were empowered to make binding decisions for the government.
There was none of the "your ticket is still open so the only thing I can do is add a note that you called", or "sorry you've reached the wrong department, I can transfer you" buck passing bullshit that permeates corporate phone mazes. It was actually a breath of fresh air compared to dealing with corporate banks and financial institutions (at Vanguard I was told I had reached the wrong department, transferred, and waited on hold again five times before reaching the "correct" department).
I've also represented myself on the phone to my state's tax authority, and they were eminently reasonable as well. On the scheduled phone call (with me, their agent, and his supervisor), we agreed to an amicable solution on the spot. (I had really wanted to hire an attorney but they all played the equivocation game!)
I've called the federal government a handful of times (IRS, Savings Bonds, Social Security). The people I spoke with were knowledgeable and empowered. A bit comic promulgating bureaucracy and delays (I think I was once told something like oh your case is only 10 days late being processed so it's not a priority yet), and of course some wait on hold/callback game. But the people I would end up speaking to had my paperwork in front of them, readily answered questions in an intelligent manner, and were empowered to make binding decisions for the government.
There was none of the "your ticket is still open so the only thing I can do is add a note that you called", or "sorry you've reached the wrong department, I can transfer you" buck passing bullshit that permeates corporate phone mazes. It was actually a breath of fresh air compared to dealing with corporate banks and financial institutions (at Vanguard I was told I had reached the wrong department, transferred, and waited on hold again five times before reaching the "correct" department).
I've also represented myself on the phone to my state's tax authority, and they were eminently reasonable as well. On the scheduled phone call (with me, their agent, and his supervisor), we agreed to an amicable solution on the spot. (I had really wanted to hire an attorney but they all played the equivocation game!)