A couple of weeks someone was talking to me about how she wanted an accommodation from someone within a big bureaucracy. She did not get it and was perplexed and slightly angry that she got know. As she saw it, a little accommodation would have been more efficient not only for her but for the big bureacracy. Ever the contrarian, I explained that if certain things need to be accomplished by tens of thousands of people, part of the large…

  It used to be that if you had a problem with a case with USCIS, you had no real options other than wait and wait years and years. Talking to an information officer was nearly impossible, as lines wrapped around city blocks to talk to one. Then, USCIS instituted a system where customers made appointments to speak with an officer, Infopass. Lines dropped precipitously, either because people caught on that changes in the law in the 1990’s made getting…