Sometimes you need to talk with a real live human being to solve a problem. You have reviewed the literature, read every page on the agencies website without finding the information you need. You call the phone number listed on the website after drilling down through 3482 layers of “contact” information listing every page on the site (which you have already checked) and the phone rings. A recorded message comes on, informs you that this is indeed the correct agency and the correct office and they have a website, (which you are currently on), that will answer all your questions. The phone then disconnects.
And we wonder why the general public has less than a positive opinion of government agencies and their employees.