Having recently moved to the US I really struggle to comprehend how such an advanced country could have such antiquated government systems.
I know, of course, that it is because of two main reasons:
1. The difficulty in turning a huge ship. A $1.5B tax IT overhaul in New Zealand would be a $150B+++ tax IT overhaul in the US... Being small really does make it easier to be nimble
2. A culture (both inside and outside government) that doesn't reward efficiency gains. In fact, it's one that actually penalises it: sure, you can make things better, but you have to take the money from somewhere else to do it, and when it's done we'll take back all of your savings. Why would I seek to reduce the work required to complete a process by 10% if I have to pull money from another project to do so, and it then means I'm going to have to fire 10% of my staff working on the newly efficient process?
When I travel to and from New Zealand I don't need to speak to an immigration official, it's all biometric now, and they have made huge steps towards online applications and processing (visas for foreigners etc). I just hand the customs guy my declaration card and because the country is paranoid about biosecurity, they put my bag through the X-ray and provided I don't have any bananas on me I'm through and out. Last time it seemed slow (probably because there is a morning rush of big long-haul planes), and that meant it was about a 5 minute process. Sure the airport only has 15 million passenger movements a year, but inbound passenger screening is embarrassingly parallel. It's weird though to see a long line of immigration booths with only a few occupied by officials, who are just there waiting to help out anyone with a problem.
The other area where New Zealand is years ahead of the US is in digital medical records. Again, that's due to having a small NHS type system, rather than a massive and fragmented health industry.