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.
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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.
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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
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