"Digital services have to be built to perform perfectly every time, or customers are going to get hacked off pretty quickly," Michael Allen, solutions VP for web performance management firm Dynatrace, said.
"The age-old excuse of 'exceptional' demand and high traffic volumes is worn out and just doesn't wash anymore; these problems happen often enough, so they're entirely predictable. Testing that websites can cope with high levels of traffic isn't exactly rocket science," Allen added.
People manage to do their shopping, banking and book their holidays online. They are not prepared to excuse poor performance on government websites.
It's time for the DVLA to do a serious investigation into why its website has failed to meet demand, twice, and take action to fix it.
And as growing numbers of government services move online, it's a reminder to all departments, agencies and councils: the public will not forgive you if your website doesn't work.
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