This self-service trend is permeating all levels of society. In the company where I used to work, they fired a few accounts payable clerks. Now all 5,000,000 employees have to spend 4 hours (that is 20 million hours) to learn how to self prepare a business expense reimbusement claim that they might do once or twice a year. As with anything new, these employees are making multiple errors in making their first few claims that require manual intervention. As soon as they master the system, the company will ensure that they change to a new system so the learning curve can start all over again. Efficient, eh?