Kuhn observed that no paradigm is ever overturned solely by its anomalies. Bureaucrats and seasoned customers become resigned to the system and its required workarounds. But a new paradigm can find fertile soil in the failings of the old. People will wait stoically in line until they experience online shopping. They can live with the inconvenience of office visits until they discover that businesses will come to their homes 24 hours a day.
Location ceases to matter on the Internet.
Even migrant workers, the homeless and others lacking Internet access can use kiosks at public libraries and shopping centers. The remarkable penetration of the personal computer and the Internet into our homes and offices will not make paper disappear anytime soon. Nor will our expectations for electronic services suddenly evaporate. And the network infrastructure will only improve. Although we will see parallel paperwork and online processes, the latter will eventually prevail.