It's not the IT department's fault, but it makes one wonder if the IT department needs to actually be that large, since customers need to do so much on their own.

Per capita the UK has 2.5x the IT workers in tax collection compared to the US (~25 IT per million vs 65 IT per million). But, those tax collection IT workers help create a system which means UK citizens don't spend hundreds of billions of dollars every year just to file their taxes.

I don't think this is the current administration to fix the IRS, given the whole Social Security scam SNAFU.