[jon-wood]

When allowed to do the job well, yes. The UK’s Government Digital Service led the way in this, and have massively improved the online experience of everything from finding information about the current Parliament to booking vaccinations. Their entire approach is focused on “what does the user need” as opposed to “what does the thousand page spec doc say”. The USDS was founded on the same basis and from what I’ve heard are similarly impressive.

[eru]

That's heart-warming to hear, but alas cherry-picking examples won't sway anyone much?

Have a look at eg the outsourced Danish firefighters. Seems to work just fine, but would be unthinkable in most countries, including the US. (Btw, Americans have more firefighters per capita than about anywhere else.)