I'll give you an example. Recently I lost my wallet, so I had to go and get my citizenship card replaced. To me, getting on the government site to get my citizenship card was a government maze. That's my example.
You can get so frustrated with the amount of requirements, the number of things that you need or you don't need, and talking to people on the phone. It can get very frustrating. So from my standpoint, if I had someone who knew who to go to and deal with to get my citizenship card, I would have done that, too.