The article seems to mirror my experience: simple and common tasks are streamlined, but anything less common can be an exercise in frustration. In particular,

The article seems to mirror my experience: simple and common tasks are streamlined, but anything less common can be an exercise in frustration. In particular, looking for information (say, on immigration rules) can be almost impossible: between the seemingly random "see also" links, overuse of pdfs (and pdf landing pages) and lack of coherent indexing, I've wasted a lot of time trying to find what I needed.