The quick takeaway?
. . . a department that is overwhelmed, underfunded, and poorly managed.
Bullet points:
- Tax-exempt work is moved to Cincinnati to save money.
- Tax-exempt applications increase, while resources to deal with applications keep shrinking.
- An employee starts streamlining applications.
- Management in Washington is slow to catch and correct the mistake.
This is one of the more informative items about the case I've come across.