Software as a Hospital?
Have you ever noticed how hard it is to find your way around at a hospitals?
Not only you need to ask multiple people to find the right place, you learn soon that the office hours are short and chosen to help no-one. If you need to schedule a surgery - you need to show up during a 1h window at the time of the day when you actually need to take a day off or be very late at the office to make it.
Have you ever noticed that websites of those government bodies, such as hospitals, IRS, etc. are equally unusable? Tons of links, references, PDFs explaining procedures, keep you occupied for hours roaming the digital maze blindfolded.
Actually there could be quite a simple explanation. Who runs a hospital or an IRS? Usually bureaucrats focused on procedures, making sure everything runs according to the book written with no user experience in mind.
And when you design your next big web service wouldn't you rather focus on user experience over strict and rigid procedures? If yes - than don't hire bureaucrats, excel-focused project managers - otherwise you're be building another "digital hospital."