I think all big Government agencies like VA, IRS, etc. are complicated these days; that's Congress's fault rather than theirs often as Congress passes the laws and paperwork they have to follow and they never make sense. We have to pay all these paper pushers and there are never enough for the complexity of the problems; look at the people who don't pay their taxes/get behind and have to get former IRS agents/lawyers involved to help sort things out. I remember when I was taking the H&R Block course to be one of their tax preparers that's one of the first things they tell you, "It doesn't make sense, it was created over the years by a zillion Congresses just throwing stuff at the wall. . ." We already know the Country's budget doesn't work and these big agencies (Postal Service and Social Security, included; we know Congress has messed them up too) aren't in that much better shape. Our whole infrastructure, never mind just the roads and bridges :-) is in horrible shape.