Comment by kergonath

> This would mean that elderly people are also excluded from these services.

Having helped my 92 years old grandmother sorting out her tax returns on the government’s website, I can confirm that this is exactly what it means. And it’s the only practical way of communicating with the administration. Most local branches have been closed to the public, and the phone lines are congested all day (and cut you off after one hour waiting, which is always fun).