I was under the impression that government sites having "business hours" had as much or more to do with their backends dating from the mainframe era, with nightly batch jobs that take all cpu time or prohibit database writes.

Anyway, I agree that government provided services functioning as you described would be intolerable, but disagree that's somehow inevitable. Rather than expecting government services to be unaccountable monopolies of the "line at the DMV" archetype, what if we expected effective and valuable baseline services of the IRS FreeFile archetype? Or models like unemployment benefits and FDIC insurance, where the government quietly provides citizens an umbrella without limiting access to alternatives?

I strongly resonate with gp's sentiment that when services like email or payment processing become requirements for modern life, ensuring access to them becomes a government prerogative. We're in agreement that it must be a net improvement, not trading one monopoly for another.