I've seen this myself, and it's frustrating: no matter what retailer or government you're dealing with, often they'll try to push you to the website. I've had an instance when trying to get my cable fixed. They say, well, you could do this by going online. No, my cable is down.
Is there a push in government, from what you've seen here, to push people to a website when they actually want to be served by phone, and in many cases need to be because of certain impairments and so forth?