The United States government operates some of the most-visited websites in the world. The IRS processes over 150 million tax returns online. The State Department handles millions of passport applications. The DMV (across all states) processes hundreds of millions of vehicle and license transactions. These are not optional services — citizens are required to interact with these websites. And in 2026, the user experience remains atrocious.
The Session Timeout Epidemic
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Government websites universally implement session timeouts — typically 15-20 minutes of inactivity. The problem is that "inactivity" often means "filling out a complex form on the same page." A user completing a detailed passport application, carefully entering information and verifying documents, may spend 25 minutes on a single page. When they click "Next," the session has expired. All entered data is lost. The application must be restarted from the beginning.
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No private sector website with significant revenue depends on this pattern. Banks, airlines, and e-commerce sites save form progress, extend sessions during active use, and warn users before timeouts. Government websites implement the most user-hostile timeout pattern possible and have done so for decades.
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Get Your Score →The CAPTCHA Failure
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Automate Content →CAPTCHAs on government websites fail at rates that would be unacceptable in any commercial application. The IRS's CAPTCHA system has been documented failing on first attempt approximately 30% of the time — users select all the traffic lights, buses, or crosswalks, submit correctly, and are told they failed. After three failures, some systems lock the user out entirely, requiring a phone call to continue.
The Dropdown Nightmare
Multiple government forms include dropdown menus with hundreds or thousands of entries and no search functionality. Selecting your country of birth from an alphabetical list of 200+ countries. Selecting your occupation from an unorganized list of 500 job titles. Selecting your school from every educational institution in the United States. Each dropdown requires manual scrolling through the entire list on every interaction.
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Audit Your Site Free →The Path Forward
The US Digital Service (USDS), established in 2014, has improved some high-profile government websites. Login.gov provides modern authentication. Healthcare.gov, after its disastrous launch, now functions reliably. But these successes are exceptions. The majority of government digital services remain built on decades-old technology, maintained by contractors with no UX mandates, and funded by budgets that prioritize compliance over usability.
