One of our witnesses says this agency created an 'unbelievable mess' for his mother. I'd borrow his words and say this agency is an unbelievable mess.
Contractors do most of the work, yet nobody looks over their shoulder.
Their product suffers. Retirees pay the price. He is chairman of the Aging Committee. Today's OSI report opens a new can of worms altogether. Possible contract steering is a serious matter that must be thoroughly investigated.