I'm sorry but no case is made to support the idea that taxpayers are buying generic advice. Let's agree that the service buys a fresh college grad assigned full time. The grad might be a customer contact collecting and organizing customer issues before presenting them to internal subject matter experts, and then presenting those findings back to the client. I'd like to hear evidence to support how the service is fresh college grads simply using what they learnt in college and their chutzpah, which is what the article implies.