My local system is completely cashless. You can pay by phone, credit card tap or with a reloadable transit card. To my knowledge, the only way to reload the card is to use their app or travel to a handful of authorized agents to have them reload your card.
I can call my government office and wait on hold for an hour, ultimately probably needing to schedule an appointment in person to handle my issue or I can install an app and have my issue resolved in a few minutes. Which option do you think most people choose?