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People have bad experience and they tune out. its hard to get them to come back. so this, that speaks to how fast they have to fix this and get people to re-engage. >> reporter: one big question remains. why didnt the federal government build a website that works. for this project planners called old friends. >> when they awarded contracts for this they turned to a whole bunch of companies that have experience make being abrams tank and nuclear submarines and old line defense contractors. >> rep...