Currently websites tout lots of organizational bragging and announcing initiatives. Use them to deliver service and make them an integral part to meeting the agency's mission.

If you are homeless, can you find shelter using the HUD.gov website?

If you have no health insurance, can you get it via HHS.gov?
Can you find out if you are eligible for welfare from HHS.gov? If you are eligible, can you apply online?

Currently, the answer to these questions is no. Try searching on "welfare" on HHS.gov. You get lots of studies and research...nothing useful to the person who needs some financial assistance. This is the case in almost every agency.

CTO should set up a system where each agency must identify the top 5 (tip 10?) services the public needs most from that agency, and make sure they can learn about them and complete those tasks online. And senior officials should try that process onlihe themselves --- is it easy to find? to understand? to complete?