It is a common misconception to think that, because the U.S. has a democratic system of governance, it will be responsive to the people. At the macro level, where voters have some impact on their representatives, this is true. When the voters get frustrated enough, they can create enough pressure for the representatives to pass or rescind a law. But the laws that create government agencies to address problems usually create hierarchical agencies, responsive to appointed officials and budget appropriations. By nature, they are not responsive to real-world feedback.
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