Some aspects of this video (ie. the DMV) really remind me of my interactions as a consumer. However, I feel that most workers on the local level are simply the "messengers". In other words, they are only acting off of training and standards passed down from the larger macro-structure.
Lets face it; you can't shoot the messenger. It is what it is. That is generally how I have to look at it when facing long lines at the DMV. (A good laugh nonetheless).