That's in a private company. Here, for all practical purposes, there is no incentive for things to get better. There is no one to complain to since the "customers" here are completely antagonized and have no power, imagine on top of all this complaining! There really isn't anyone to be held accountable, period.

And no, "voting" is not the way these things get fixed. if it was, the DMV would have stopped being miserable ages ago:

1. As mentioned above, the people most affected can't vote.

2. Even if they could, it's not clear at all how to use your vote to affect change. Which candidate exactly represents better service at government agencies?

3. Even if you knew, you get effectively four federal representative choices that could affect this (president, 2 senators, and 1 house representative). In those 4 choices you must weigh all your grievances. How high on the list is immigration staffing going to be?

The reality is that our system is not set up to deal with this kind of particular issue well. There's no good gradual feedback loop. Things have to get really bad, beyond where it's clear exactly what caused the problems, to the point where huge sweeping changes get made, probably over zealous and too far in the opposite direction then.