OK, I'm still at the beginning and irrelevant to the article, but as a USA-ian, I am so jealous about that. Unheard of here.
Personal anecdote: Recently they were updating everyone to "smart meters" on the gas lines. They needed me to be home so they could enter my apartment and bleed the gas out of the line by turning on the stove prior to replacing the meter. I played phone tag with them for 6 months, setting up countless appointments, and nobody ever showed up, the meter remains un-upgraded. At the same time, I have received weekly phone calls and monthly physical letters stating that if I don't upgrade the meter, my gas will be shut off. I just moved, so the new tenant will have to deal with it now.
The public sector, simple, no frills, accessible, no flashy graphics, websites were a massive eye-opener.
They just worked. They had a job. They did it. I wasn't going to buy more from them because of it, and they didn't care. It was great.
I've heard that recently they've dismantled the centralised team that wrote all the rules, enforced it, and started moving to decentralised hosting, but so far the whole still seems to hold to together really well. I think, I hope, they have embedded the expectation that the local council, the tax office, your visa status, etc, should just be utilitarian in nature, and work for everyone.
I worry how long it will last...