Somehow every U.S. business that gets paid to serve the public finds a way to make it easy to get information, transact business and follow up on pending matters.

At the end of October, 2009 the USCIS unveiled its supposedly new and improved web site demonstrating once again that no matter the size of the USCIS technology investment, the (presumably) good intentions of the USCIS or the cost of user fees supporting the web site, the site will be horrible.

This new web site does nothing to cure the horrendous inadequacies of the old site.  The biggest difficulty is finding information.  It is still nearly impossible to find agency contact information.  What is the address for the VSC premium processing center?  You will need to find your way to the form I-907 instructions to find that information.  Hey CIS how about a page called "contact information"  with links directly to the office or service center or HQ unit we are looking for. Finding a civil surgeon, you will need to find your way to the medical report forms page for that information.

The single biggest improvement the Service could make is to implement a quality search engine.  Google makes a nice one.

I don't know how many millions of customer dollars were spent on this effort, but it is certain that it was a complete waste of money.