According to this article from the National Audit Office it seems that a good number of UK Government websites are just too hard to use.
Major failings cited included too many text heavy websites, information too hard to find and too much complex information that is not relevant to the majority of users.
On a positive note usage of the main government websites has risen over time and some sites are widely and repeatedly used e.g. 78 per cent of Jobcentre Plus online service users visited its sites at least once a week.
The report concludes that there is much that can be done by Government agencies to improve their websites such as understanding their users better through detailed site statistics and consultation with the public over what resources they would like to use online.
If you're interested in learning more the full report can be downloaded here (PDF file790 kb).
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