I think digital services can help make services more accessible for those in remote communities, for example, or those with mobility impairments. Being able to access these services in the comfort of your home, to use a well-known formula, can be very handy and useful for people who don't have the means to get to government offices. However, it can also serve as an impediment if you don't have access to a bandwidth or a computer.
There are pros and cons, but I think it boils down to the fact, or it suggests, that even though digital service is probably what most Canadians expect, there always has to be another alternative for clients to access the services if they can't or won't access services digitally.