I'm just reporting the facts here. How people use the technology is up to them. State and local government have had mixed success with technology so far. Cities and state agencies are pretty good at using computers to gather information and perform certain tasks, such as processing welfare checks, etc. But they have struggled with technology when it comes to actually delivering services.
People are impatient with the quality of government services.
It isn't that government has gotten worse. It's really gotten a lot better and a lot more efficient. It's just that people's expectations have probably risen faster. Let's look at the post office. I think their Express Mail service is as good as the private competitors out there.