Exactly what big businesses do, and governments think what businesses do is good practice. Fore everyone to use an app.

The UK's Companies House (required for anyone who is a director or has a shareholding of more than 15% etc.) requires a Onegov ID now. They offer a web version with a scan of a photo ID (passport or driving license). I tried it. I thought one of those would work. Apparently the web version needs to ask security questions (reasonable, as the app used NFC to read your passport) but despite the vast amount of information the government has on me (to issue those IDs, to collect taxes, etc) it cannot do that, so i had to either use the app or go in person to a post office in a different town.

Similarly I got an email from Occado saying that if I used the app I could change orders without checking out again. If I do it on the website i have to checkout again. Why?