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Renewing my driving license online in 50 tortuous steps (04 Oct 2004)
Because I'm a web professional, I chose the Web. However, as an average citizen, my choice between manual service and web self-service would be based on these factors: convenience, speed, simplicity, ease-of-use. The experience I had on the Web was inconvenient, slow, complex, difficult to use, and in the end I still had to pick up the phone.
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