Comment by joshuaturner

Bad websites make the times we interact with the government much less efficient than it otherwise would be, especially if a artifice has no reasonable online alternative and instead required in person appointments, costing you time, requiring additional staff, and requiring office space.

One of the best examples of this is passport renewal. In the US until very recently you were unable to do this online, either having to print and mail in a form or go in person to an office.

Another example is the work of 18F to allow Americans easy direct filing of their taxes without the need (or cost) of a third party.