I deal with both the ATO and the IRS, and let me tell you; the former is a walk in the fucking park compared to the latter. This isn’t something that happens in a vacuum. The ATO went through massive projects deliberately designed to try and make the system more accessible, on the logic that “easier tax returns = more people paying tax = more taxes collected”. As for the IRS? Well.
So what do you do when the intentional inefficiency of a public service–and make no mistake, tax collection is a public service, just as much as the provision of schools and hospitals is–is the direct cause of the profitability of a private corporation?