[glandium]

I think a large part is that everything has a documented procedure. Just look how people work at banks or government offices. Or the documentation for just about anything. You'll find 2 pages documentation about how to fill a rather simple web form.

Changing the procedure is also a procedure, and is rarely done in disruptive ways.

[kalleboo]

Luckily these things are improving rapidly. Stuff that just a few years ago needed filling out a form and stamping it are now done either online or by the staff at city hall just scanning your My Number card