Having worked for many years for the gov't,(and thankfully retired) I've seen this happen before, the techs design & build a site with absolutely NO knowledge of what the end user needs or wants it to do, they then field the site (or upgrade) for use, then go back many times to fix the problems while the users are getting frustrated because it doesn't work as it should. I guess it would make too much sense to test the program BEFORE fielding, with actual user input. :S