Just because you believe e-gov is good for your customers, don't presume that they will. Promote e-government in terms that are consistent with the interests of your customers. Be cautious about promoting e-gov as something good for the agency. Your customers probably won't care. Worse, that knowledge could backfire.
Distribution channels can be a hidden asset.
Like many career civil servants, I didn't really need to know much about distribution channels. For instance, the IRS can accept returns directly from filers or from professional tax preparers, who file more than half of all individual tax returns and an even greater proportion of business filings. The IRS' situation isn't unique. Lots of cottage industries and big businesses have sprouted over the years to help insulate citizens from the complexity of government rules and regulations. Take, for example, the service organizations that help veterans apply and appeal for benefits before the Veterans Affairs Department.