Internet revolution has made governments around the world spend millions of dollars to initiate several e-governance initiatives. Now, mobility is again changing the way enterprises work. Private sector has been the frontrunner in adoption of mobility into their workplace environment and now Governments across the world are also fast moving towards imbibing this change. With mobile penetration being far more intense, when compared to the internet, it is imperative for smarter governments to adopt mobility in a big way and make E-Government initiatives more citizen-focused.
Mobility provides several opportunities to governments for improving the quality of services for its citizens/public. It enables citizens to get the desired service or information within seconds or minutes resulting in extremely fast turnaround times. Mobility has the potential to revolutionize the way local and state government agencies handle various processes such as issuance of permits, licenses registration certificates, etc.
Government budgets around the world are shrinking, and with the increased cost pressures they are forced to move towards a paperless work environment. Mobility is playing a key role in accomplishing this objective by redefining the process flows. Many of the local and state government operations involve tasks to be performed from multiple onsite and offsite locations. Field executives can collect citizen information from their door steps by capturing document images for address proofs, identity proofs etc. and attaching them to the application for a real time processing through the central system. It allows a seamless validation of documents and robust process monitoring right from the point of origination, thereby reducing the involvement of papers and resulting in faster rendering of citizen services. Post submission, citizens can also track their application status by just sending a sms to the concerned agency. The work inspections receipt, approval and tracking can be done using mobile apps. Moreover, with the use of geo-location capabilities the location of inspection visits can be easily verified.
Mobile technology has allowed agencies to provide information and extend their reach to people located in far off geographies, especially during disaster management and natural calamities, thus shortening the response time. It is making the field workforce more productive and better informed. The data collected by them is extremely accurate, with greatly improved customer services and enhanced operational efficiency. Agencies on the other hand can also cut down on paper use using mobile platform and thereby reduce the operational costs pertaining to printing, mailing, and filing of documents.
Leading Analysts like Gartner also view Mobility as one of the top 10 Strategic Technology Trends for Smart Government. (Source: Report for “Top 10 Strategic Technology Trends for Smart Government, 2013”). The advent of mobility will have significant impact on how businesses in both local and state government are designed and perform. The ultimate goal of this technology revolution will be to achieve higher levels of responsiveness, accuracy, efficiency, and effectiveness in operations and services.