I fully agree with you. From our polling of citizen's preferences and monitoring of patterns of service use (in Hong Kong) we see clear demand for maintaining a diverse range of ways of accessing information and services from government agencies. We are also seeing increased usage of all channels. Ensuring consistent, clear, helpful and equitable responses whether contact is made by phone, mail, over the counter or by web based or e-mail channel is essential. Improving the clarity of information and efficiency of service provision is the key area for management.