IMO The government should directly be hiring the best and the brightest with the pay to match. I would be more than happy to pay more taxes at my pay grade (or would support higher capital taxes) for free e-filing that's easy, fast, and multiplatform. However my taxes are raised would surely be cheaper than what I pay my accountant annually to file for me.
It's ridiculous to me that government contracting is always expected to cheapen out for "efficiency". Governments should have excellent software and product minds on staff at all times to manage communication and data internally and externally, imo.