been pulling his hair out. >> i had to enter a previous screen that gave me my name and e-mail address then i had to come to this screen to provide a user name and pass word. the next screen, i have to provide three secret answers to questions. >> and should it all be on one screen? >> it should be on one screen. why bother having three screens. >> how would you fix it? >> the way i would fix it two levels. first of all, i'd have a change in management. technically, i'd try to get people through the system as quickly as possible asking for as few information as possible to expedite the process. >> to be fair, chung said he has seen some improvements. on some pages they've added more questions for people having to save a screen and go to the next screen. officials say they're hammering away at these gives.