If you've rang a government department recently you've probably had to work your way through several menus of pressing this number for that service, etc., then had trouble trying to work out which option you should choose because none of the options seem directly related to your query, and may have been disconnected as soon as you select your choice.
Other countries have recognised that those sorts of systems are seriously annoying, often don't work right, and they are now removing these systems and re-employing people to answer the phones. I will lobby that our government services do the same (stop using these systems, and put real people on the phones).