For anyone who is dealing with beaurocracies, it is important to remember a few things. Few people will care as much about your issue as you do. It is unreasonable to expect them to do so.
Know what you want to know, get , or have done when you walk out the door of the beaurocrat's office. Don't leave until you get it. For example, if you are looking for information you know they should have and you get a blank stare or an "I don't know", then you need to ask the clerk to speak to someone who does know. Sometimes the clerk actually doesn't know for reasons ranging from being new to being lazy. Your determination in getting the desired results is your best ally. I've found you can get better results when you ask the other person"If you were me and wanted to: know, find this out, etc., who would you ask, or where would you look to get it?"
The key is to get the other person to put themselves in your shoes. A question, rather than a statement, causes them to think. Also, ask with a smile. It's a little thing and sometimes difficult to do, but oh so necessary. Remember to be persistent and keep going until there are no more people to ask or places to go.