Totally agree, gov pages should be widely accessible. Also gov services should NEVER mandate internet access. There should always be a way for tech-illiterate people to ask someone, and fill their forms
Isn't that more open to fraud and abuse though by the "someone" whether that is a gov employee or otherwise.
PS: I have actually suffered through some of this, badly so, though in an unrelated setting.
It comes back to which system is more robust/mistake-proof and more practically recoverable.
However, I thought more about this and I now agree to your position. Till there is still a significant enough percentage population that is not setup to use the new approaches (digitization/Internet in the example at hand), the older methods need to stick. Meanwhile, assuming the new approaches actually offer more value, there should be an appropriate push for moving the remaining population towards it.