Aporias

People prefer to deal with the government in their underware.

That's my interpretation of the results from the American Customer Satisfaction Index (ACSI) by the University of Michigan, which says in affect people like doing business online rather than in line at office.

Federal E-Government Satisfaction Nudges Upward

The Index found that search is consistently one of the highest impact satisfaction drivers (or "elements") in a user's overall impression of the e-government experience. For over 90 percent of sites measured by the ACSI, search is a high-impact element. Search also tends to earn poor ratings.