While interviewing transportation communication experts for a research project last year, I was given a wonderful description of traditional public involvement practices.
One of the communication experts explained that for at least 20 years, government has encouraged the public to turn to the internet for an increasing number of public services. Licensing, permits, paying taxes, registering to vote, apply to serve on committees. It is a long list and grows daily. Pushing services online makes sense. While it might not save staff time, increasing online activity takes pressure off of traditional brick-and-mortar facilities, which can cut costs. Some states have even closed their storefront offices for certain services because online services have become so popular.