Quite likely could be this. Under Travisa, the old US visa processor, everything was easy, and there was a staffed call center to answer questions about documents, etc, which helped me to easily submit my application by courier a few years ago.

When I went to apply for a PIO in July from the US, just after BLS took over, it was a mess. Call center was not operating for several days, local numbers listed on their website were going to people's personal cell phones, etc. The only reason why I was able to get mine by the time I needed it was because, despite living in a midwestern city without a BLS office, I had a trip planned to New York where I could do it in person.

Even then it was a mess - while those applying for tourist visa's were in and out in a few minutes, there was one person handling PIO/OCI, and even with an appointment, I waited for 2.5 hours. People were yelling about not having their passports back from the transition, etc. Complete mess, and would never wish that process on anyone.