Michael,
We did experience some user acceptance issue about the portal. My line was "we are being forced to go electronic; if we suffer, you get to share the pain". We also held the line. I just pointed out that we can't do electronic for some and telephone for others, that we can only do it one way. Eventually everyone caught on. We do have a handout we give that shows how to use it.
That is just kind of how it is now. Everyone assumes you have an email address. I can't manage my investments any more other than online. You can no longer fill out a paper form to obtain an FAA medical certificate.
But, boy, was it worth it. No more phone calls to report a lab that morph into long discussions or telephone " office visits." I think the portal is my personal favorite part.
