Government services are becoming easier to access online for people with reliable broadband, current devices and familiarity with digital verification. But the same shift can create a new kind of waiting room for people who rely on smartphones, have unstable internet access or run into identity-verification problems. This visual shows the public counter transformed into a screen, while the burden of navigating the system remains with the resident. The technology may be faster for the institution, but access still depends on whether people can successfully get through it.
Read the full story: Government Services Are Going Digital. Who Gets Left Behind?