LINE Thailand partnered with Nielsen to survey 500 respondents and identified critical barriers to digital government adoption: 56% of Thais find it difficult to contact officials, 44% cite lack of accessibility for elderly/disabled users, and 42% waste time navigating multiple channels. The report recommends a "Seamless Hand-off" model positioning LINE as an engagement layer (notifications, eligibility checks, Q&A) while directing deeper transactions to government apps, combined with "Hybrid Allocation" using AI chatbots for routine tasks (80%) and human staff for complex issues (20%). Global examples (Vietnam's Zalo, South Korea's Kakao) demonstrate that proactive, omni-channel communication—not just building new apps—drives citizen engagement and revenue collection efficiency.