It is perfectly fine to diagnose the pathology that led to this outcome. It is not ok for people to excuse it because “the website works fine for me!” Government agencies need an interface to communicate with taxpayers and “customers” in order to exist. In the 1960s that meant paper mail and customer service agents, and most government agencies were reasonably competent (if sluggish) at handling those technologies. In 2023 and beyond it means smoothly-working websites, and governments have decided to treat these as a weird, expensive mystery technology - long past the point where industry has made website design into something routine. The days when governments could budget $5 to agencies for tech development and/or expect them to spend 50x standard industry prices on broken government contractors are long behind us. And there is no room for this kind of predatory outsourcing. We need to demand a lot better.