This is something we hear from our citizens. It can't all be digital, multichannel interaction is needed (Espoo)

fundamentally the baseline should be that citizens can use the channel, online or offline, that best suits their needs and skills/capacity. This is not only a matter of efficiency or practicallity, but also empathic connections can not be underestimated. Both sides of the interaction are often human beings, and mutual understanding of this can reduce perverse effects of policies, reduce agrression or misunderstanding, and support early interventions for vulnerable members of society

In addition to what Bjorn says; a digital only approach will probably never be viable. There will always be people who prefer to interact or do business with us in a different way (offline). This is also related to the context of the user. The choice for digital only is (often) based on costs and therefore not user-centered, but organization-centered. E.g.: research has shown us that people prefer to call in case of a complaint, instead of filling in some online form. We simply have to take this emotional elements of customer contact into account.