Using tax preparation software is the cheap (or free!) alternative to what millions of Americans are doing. It was a change for the better for people who didn't do their own taxes. A regular person's taxes can always be done electronically for free, or if they really want, for $20-$100 through tax prep software.
What millions of Americans do is pay a local accountant hundreds of dollars. The accountant pays himself out of their refund. He is "their guy" who is going to find all the "loopholes" to get them the biggest possible refund. He is also a shield between them and the vengeful and anal IRS that will garnish their paychecks or possibly even imprison them for making mistakes. (This is how the accountants market things, not reality.)
The masses generally don't want to "fix" e-filing/tax prep because a) you can already do it for free if you want to, it just requires a third-party which may be dumb but isn't getting most people fired up or b) they don't care about tax prep software at all because they're using an accountant.
https://www.irs.gov/tax-professionals/return-preparer-office...
There are 800k people out there with Preparer Tax Identification Numbers(PTINs) being paid to file other people's taxes. Looking around for the estimates for the actual stats of the percentages of people supposed to use these preparers varies from 25-55%.