I find it difficult when everything is only online available. Sometimes it is really easier to have a person to turn to and figure out possible solutions in a dialogue that is situated in the physical reality (as opposed to virtual reality). This is esp. the case, when my question is still blurry / my information level is low and I would be looking out for guidance.
The follow-up of the proposed ideas is ongoing, please check here: https://ec.europa.eu/futurium/en/blog/how-it-going-your-ideas-egovernment-action-plan
The 'Digital-by-Default' principle stipulated in the eGovernment Action Plan indeed stipulates that public administrations should deliver services digitally as the preferred option, while still keeping other channels open for those who are disconnected by choice or necessity.
We fully support your idea. many people come to council officers looking for a listening ear. The city hall is also the second home of the citizens. Moreover, civil servants can capture and respond to a variety of issues offering support to citizens and business who are in need.
