Mobility conceptA convergence of several powerful disruptive technologies is revolutionizing the way consumers communicate with the government, and the way government agencies communicate and collaborate internally. According to a recent Gartner report, mobile tops the IT spending priorities as government agencies of all sizes strive to address and master the nexus of forces which includes mobile, social, cloud computing and big data.
The government’s collective priority is right on track as the IDC’s Worldwide New Media Market Model (NMMM) Forecast predicts that the number of U.S. mobile web users will grow annually by a compound rate of 16.6% between 2010 and 2015. More people in the United States will access the web via mobile devices than via wireline computers by 2015, according to the forecast.
“If done well, mobile solutions can expand the channels of communication with customers, employees and business partners, and can result in better customer retention, increased sales, improved employee productivity, and more,” says Gartner Research Director, Johan Jacobs. “Done poorly, mobile solutions can very easily destroy your customer service reputation.”
Mobile is an important factor for government agencies, especially those developing strategies to accommodate a large offsite, work-from-home or BYOD staff. In turn, increased mobile technologies are a must to accommodate the public who is demanding a more connected, easier-to-access government via the web, social and mobile.
A recent GovDelivery survey of federal, state, county and city government professionals found that mobile government is one of the top trends being followed across the board, just behind improved customer service and collaboration. (View the infographic.)
Mobile also tops the list of Gartner’s Top 10 Strategic Technology Trends for Smart Government, with the social, cloud and big data all falling within the top 10:
- Mobile Devices
- Contextual and Social User Experience
- Next-Gen Analytics
- Internet of Things
- Citizen-Managed Data
- Business Process Management
- Big Data Information Management
- Enterprise App Stores
- Cloud Computing
- Cross-Domain Interoperability
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- 5 Ways Private Sector Customer Service Best Practices are Paying Off for the Public Sector
- “Nexus of Forces” Will Shift the Balance of Power in Customer Service
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