I would just say that the digital age has two main impacts. Louise may want to elaborate on this in more detailed questions if you wish.
The first is to turn increasingly to automated processing of the claims rather than having it done manually by individuals. The second of course is to encourage people to make the contact through digital means. Both of those things have been trending for some time, and continue.
That said, Service Canada is committed to being available through the mechanism, whether it's call centres, digital approaches, or direct person-to-person contact. It is the citizen who makes that decision, typically based on their need and their circumstances.