It starts to make a lot more sense when you realise there is a huge group in the US actively trying to make the government fail. It's pretty hard to make a good and user-friendly website when every few years some high-level people try to kneecap you.

These aren't unsolvable problems. The UK, for example, had invested a lot of time and effort into making their websites user-friendly. In most countries filing taxes online is something you can do during your lunch break - without paying the Turbotax maffia. Driver's license? You can order that online, and make an appointment for a 15-minute window to pick it up.

If interacting with the government is painful, it is almost always because someone benefits from it being painful.