i would counter that.
India has 4 times bigger population that the US and it has both direct and indirect taxes that "can" only be filed for free by anyone on government portals only.
there is a small cottage industry of software that cater to tax professionals to help them prepare returns data (like turbotax) and can track hundreds of clients' data in a single place but that is absolutely not needed.
the softwares are supposed to help prepare data but eventually all happens on government portals only.
this means when govt portals are down, it is down for everyone.
citizens CAN and DO file their own tax returns, both direct and indirect taxes but if they go to a professional for help, they usually use a software because it is easier, avoids repetitive work, helps in reducing errors and stuff.
even then, these softwares charge a pittance. something like $100/year for unlimited clients, unlimited everything because you, the professional installs it on their machine and stuff.
india has, in the past 7 years updated their government taxes websites and that has cost them actual billions of dollars but that has had clear benefits going forward