Really? It couldn't be that USCIS has ignored what is normal in the private sector - getting feedback from the public as the software is being developed and making a system user friendly. No alpha and beta testing. Ignoring complaints about how cumbersome the system is. Making it difficult for volume filers like lawyers and universities to integrate the system with existing case management software. Having a password system that is so complicated it takes a science degree to figure it out. These problems are not the fault of the contractor. That the system would be a failure was completely foreseeable had USCIS actually listened to its customers.