One thing that would sure help would be to have a feedback mechanism, obvious to the users (remember, the customers who are paying for the service?)
I’ve been forwarding some items to a dear friend in a US Protectorate lately, that do require a Customs Form, even though she has a ZIP Code, and it’s not in the on-line Click-N-Ship options to even cover that Protectorate (MP).
Local workers at the Big City Main P.O. don’t have a clue and are rude (maybe close to ‘postal’, no surprise), and yet there’s no way to let Ma PO know what’s wrong.
Our little P.O. in the unincorporated Township gets it right, but if there’s a problem, the same lack of feedback is in play.
Finally had to download and search the 1000-page PDF to find the rule, and now just go to the contract desk at the local pharmacy, which works fine.
Huge bloat has a serious downside, and running ‘open-loop’ (electronic term) without feedback correction is only one symptom of it.