Why on earth would somebody want to get an "official government" passport, when the normal kind that is procured via the post office or if in a hurry, by making a quick trek up to DC? I avoided getting the "government" passport my whole active-duty career, and use the "just regular folks" passport that was issued to me by the Embassy in Singapore. Took about 90 minutes from start to finish...all I needed was a notarized copy of my birth certificate and my military ID, although my drivers license would have worked just as well.
And might you ask, why did I spent the money out of my own pocket for my passport, when I could have gotten a "free" government one? My answer is a because I had a large reminder across the pier from me...the USS Stetham, a ship named for a Navy Enlisted Diver who had the bad luck to be traveling with a government passport when hijackers took over his plane. Those used to be red, but I think the color has been changed to blue since Robbie Stetham was murdered. But the tango's gathered the passports of all the passengers on his airplane, noticed that his identified him as an active-duty military, and executed him as an example. Since that day, when I've had to go overseas (and I've been too many places, I got the T-shirts to prove it!) *I've used my regular passport.
So word of advice....dump the government passport and spend $60 bucks on a regular one. One of the best insurance policies I ever took out....if you get my meaning.
As far as the other observations, well you can go to just about anywhere in the US and find shoddy service or attitudes if you are looking for it. My experience thus far has been very positive. The folks at PSD, the Pass Office, medical, and the community, both military and civilian, have been extremely friendly and helpfull. Occassionally I do run across someone having a bad day, but I've found that a quick joke or a kind word, usually elicits an apology and the assistance I require.