[bananapub]

I mean, in a broader sense it isn't a bug. the government outsourced it to Capita explicitly so there's a responsibility gap into which people can fall and lose their money. it's not like these services suck and are hostile to normal people by accident - if the Powers That Be wanted it to not suck then they wouldn't structure systems like this.

[sorokod]

There is no gap, or rather it is artificial and created on purpose. The government is accountable (not responsible, there is a difference) for the entire process to work without any gaps.