“For example, there is someone who now has to travel 30 kilometers to renew a subscription,” says Vindevoghel. “It’s also about information, a lot of people ask at the counter about what the most advantageous rate is (…) We underestimate how many people are illiterate, find it difficult to use the vending machines or simply do not have a smartphone.” Vindevoghel also sees problems for people who have difficulty walking or who are in a wheelchair, who often use the counter as a point of contact.
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