Complaint Review: Utah DOPL - Salt Lake City Utah

The State of Utah requires some businesses to obtain a state license.  I had a few questions concerning this process so I called the number listed on the website, 801-530-6628.  I followed the menu options to speak with an agent and was placed on hold, listening to music and interrupted every so often by an automated message stating that all available agents are busy.
After 30 or so minutes of waiting I decided that I was having a "bad customer service experience."  I googled "how to file a complaint against a government agency" but I couldn't really find anything.  At around 37 minutes, I remained on hold on my home phone and I picked up my cell phone and called the office of my congressman, Jason Chaffetz.  The person who picked up the phone explained that I needed to talk to the office of the governor because this would be a state issue.
I called the office of Governor Gary R. Herber at around 40 minutes of hold time on the other phone.  There I was transfered to a lady who said this was unusual and gave me the contact information of Jennifer Bolton in the Utah Department of Commerce.  This was around minute 43.  I called 801-530-6431 and Becky picked up the phone.  I asked to speak with Jennifer Bolton and she gave me her number, 801-530-6646.  At around 46 minutes Jennifer did not answer that number and I hung up on my cell phone.  I called the department of commerce back and the person there told me to call Consumer Protection.  I called Consumer Protection and they told me to call the department of commerce.  I then left Becky a message.  At 48ish minutes on hold I called Jennifer Bolton back twice, left 2 messages, and got her cell phone number.  At around 52 minutes I got ahold of Jennifer on her cell phone.  Jennifer called Yvonne King while I was on the phone with her.  She told me to call Yvonne King at 801-530-6159 and she would help me out.  I called Yvonne at 57ish minutes.  She didn't answer.  I left a message and called back and left another when she did not answer.  I called Jennifer back on her cell phone and she told me she would have someone call me.  I said thanks and hung up.  I still was on hold and had not talked to a single agent at the DOPL.  Finally at 1 hour and 3 minutes a gentleman named Dennis Maservie called me.  He said he could answer my questions.  We were disconnected at 1 hour 3 minutes and 26 seconds of me waiting on the other line.  I hung up the other line and called him back on my cell phone at 801-530-6375.  He answered and he said that the system had showed no one on the holding line at the DOPL and I said he can look at my call log on the phone.  I double checked to make sure I wasn't crazy and I wasn't. It was the right number.  Dennis answered the questions I had.
I feel like government run programs and organizations can be at times very poorly structured and very poorly run.  They do not feel accountable to anyone because we cannot cancel their services.  I cannot get licensed by another agency or government.  By obligation I have to use the services of the UT DOPL whether or not they are customer service oriented.  In my opinion they are not customer service oriented and they stole 1 hour 3 minutes and 26 seconds of my time, lowered my confidence in their ability to administrate, and also gave me enough stress to demotivate me from accomplishing my licensing tasks for at least today.