I'm curious how many services have actually become online only -- how common is it? In my state, I have only seen small gestures to make online a better deal (ie. DMV registration renewals where it's an extra dollar to send a check vs. no extra cost for paying online). But you can still go in person if that is preferred.
Does anyone know if there are actual brick-and-mortar agencies (state, local) that have shuttered up to provide online only service?
I hope that managers or directors would look at other ways to become more efficient and save costs, instead of thinking the cost-cutting comes from just either/or offline/online citizen engagement.