In theory the humans in the process should be exercising judgement to smooth over these bugs (e.g., it's why the US legal system works (or should work) the way it does). Someone somewhere either should have the authority to do it, or has it but lacks the personal agency/awareness to use it.
Unfortunately, most humans involved in these processes are satisfied with being cogs in the wheel. Nothing wrong with that, they have their own bills to pay and a hundred other things to be worried about.
A system that can even allow anyone to “flag” potential process issues to be bubbled up will be quite useful. Such as the role played by X and Google reviews for most private businesses. Or the “How was your experience?” machines outside washrooms with three smiley buttons goes a long way than not having any feedback loop.
Public servants not following the laws to the letter can introduce legal risk. If OP had somehow found the right person at the DMV high up enough to do something about this, they probably could have, but giving discretion to bend the law at even a 'manager' level might be too much of a risk for the state.
