Given my experience with government IT, none of that surprises me at all. I'm sure offline check-in was mentioned at some point, but then promptly dismissed, l

Given my experience with government IT, none of that surprises me at all. I'm sure offline check-in was mentioned at some point, but then promptly dismissed, likely by a product manager saying "they can just check in using pen and paper". As for outages, even as a (paying) commercial customer, the closest you'll get to an SLA from any government agency is: "apart from scheduled maintenance and subject to unexpected outages, the service should be available 24x7"