Pathetic services

There is clearly no order in the place my appointment was for 9 am to collect my ID card ,I was made to sit in the place without knowing what to do my booking was online therefore I was there for collection and people who where there to apply left way before we did and I wanlited for hours and I am still waiting in this place ,the service speaks for itself,why are we applying online and here for collection if we will not get the service done on the time given