When it comes to inefficiency, the Pension BenefitGuarantee Corp, a US gov business is probably the WORST I have come across for efficiency. When pension plans go bankrupt, as mine did last year the PBGC steps in to pay beneficiaries. I get my first pension check from then in November, right amount, right address, right personal information. Shortly thereafter I get a letter from them telling me I need to complete and return paperwork if I want to continue my benefit. Alternatively, I can set up an online account but to do so you must call first.
The first time I attempted to call there were 800 (!) people holding in line for a representative so, hell with that I filled out the paperwork and mailed it in. Thirty days later I get a warning my benefit is going to stop because I have not returned said paperwork. So I call and wait nearly two hours on hold, finally get a representative who verified they have not received my paperwork. I will set up an online account I say and this is where I find out that this representative can’t help me with that. Instead they have to schedule an APPOINTMENT for me with another online rep some days out to set up an account. Four or five days later I have my phone appointment with the rep and finally get my online account. Hours and hours of my time for something that should be able to be done in five minutes by most online systems.