I'd go a step further and say that agencies can never work, at least past the small project or website level. The customer is oblivious to the maintenance requi

I'd go a step further and say that agencies can never work, at least past the small project or website level. The customer is oblivious to the maintenance required for a software project (even if it's just maintaining developer familiarity with the code base) and the agency can only ever get them to pay for features.