More than half of respondents to an Accenture digital government survey would use digital services—including mobile websites and apps—if offered by government, especially for routine transactions. A majority also want to conduct all their government business digitally in the future.
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As citizens and employees are embracing mobile technology, how do government agencies harness it to drive government transformation and deliver public service for the future?
Mobile is everywhere
There are more mobile devices than people in the United States.
2 With so many devices in the hands of so many people, the private sector has reinvented service delivery for on-the-go consumers. While the pace of mobility adoption has been slower in the public sector, it is gaining traction. According to a 2012 National Association of State Chief Information
Officers survey:
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- Mobile services and mobility rank fourth among the top ten state CIO priorities for 2013.
•
57 percent of state CIOs say that mobile
devices and apps are either a high priority
or essential to the strategic agenda.
What has held back mobile adoption? An
Accenture survey of private and government
IT executives reveals that security and
cost concerns are primary barriers.
4 Many
organizations are in the early stages of
mobile strategy development. They are
looking to set priorities, establish governance,
define technology standards and security
requirements, as well as define mobile
application development, user experience
and content distribution strategies.
Government agencies are realizing that
some of the biggest benefits from mobile
government solutions come from combining
technology with process transformation.
Based on our research, they should consider
the following value drivers for new mobile
initiatives:
1. Mobile technology can bridge
the digital divide.
With the advent of e-government, there was
concern that online government services
would create barriers for low-income
populations without technology access.
As we know today, this was not the case,
and we believe that similar concerns about
mobility are likely to prove as unfounded.
Mobile devices are actually technology
equalizers in a world where the consumerization
of IT is the norm. For many people,
their smartphone is the only computing
device they own. According to the Pew
Internet & American Life Project, 34
percent of U.S. adults with a household
income of less than $30,000 in 2012 owned
a smartphone—a 12 percent increase over
the previous year.
5 State and local agencies are
implementing a wide range of mobile apps
for citizen use. These include California’s
alcohol and drug program app, Delaware’s
parks app, Virginia’s department of motor
vehicles app and Seattle’s public library app.
2. Mobility can change relationships
between citizens and government.
Self service through mobile apps is a natural
evolution from online self service for
everything from applying for services to
checking account status. In fact, mobility
provides value added features such as GPS,
camera, scanners and context awareness
to support location-based services that are
not readily available through online portals.
Consider this scenario. Applying for benefits
and services creates questions and requires
documentation. Mobility can streamline
this process. Governments can mobile-enable
portals and use these value added features
to help leapfrog personalization and
improve convenience. Accenture research
reveals that this move from standardized
to personalized service is a key shift for
governments to more cost-effectively deliver
public service outcomes that citizens want.
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Mobility also has the potential to reshape
citizen engagement by promoting new
dialogues between citizens and agencies
using social media, gaming and other
technologies. Accenture’s 1,400 Digital
Government Survey respondents agree—51
percent believe that their ability to interact
digitally with government would encourage
them to be more engaged with government.
3. Mobility can help government
agencies become more insight driven.
Accenture research also shows that building
meaningful and sustainable public service
requires governments to become less reactive
and more insight driven.
7 An important
part of this is fostering collaboration and
cooperation across systems and anticipating
and applying proactive measures.
Mobility is a great enabler of this shift. For
example, consider how well aligned mobile
solutions are to public safety and law
enforcement. Mobility allows personnel
to gather on-scene data in real-time so
they can share it, make decisions and act.
VDC Research Group reports that public safety
officers are relying more on smartphones,
tablets and in-vehicle mobile solutions.
Evidence collection, geographical apps,
collaboration tools and field surveillance
via mobile tools are among the solutions
positioned to change how officers work.
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4. Mobility can increase workforce
productivity—and satisfaction.
Mobility can drive field service productivity.
For example, mobile can improve the efficiency
of building inspectors and remote maintenance
workers, who can access critical information
on the job, take pictures of job sites or parts,
video conference to problem solve with
experts, and use GPS to find nearby suppliers.
New York City is looking at adopting mobile
technology to support building inspections.
Accenture’s workforce management experience
with commercial enterprises reveals that
mobile technology coupled with field force
transformation can help organizations
achieve one good extra job per day per
technician. Accenture supported the U.S.
Census Bureau develop and implement a
mobile solution used by field office staff
to conduct the 2010 Decennial Address
Canvassing operation. The nationwide
implementation helped the Bureau complete
primary address canvassing within 19 days
compared to a manual approach which
previously took over three months.
The back office is another great frontier
for mobile. While adoption is slower here,
there is growing interest in mobile enabling
areas like logistics, human resources and
finance. Government workers want an array
of services on their mobile devices from
training and business intelligence apps to
time and expense and approvals apps. And
as agencies compete with the private sector
to attract and retain talent, providing
mobile workforce tools is critical.
Moving on mobile
Going mobile is a big transformation.
People, process, technology and change
management will come into play in delivering
mobile government solutions. A first step is
for agencies to identify priorities based on
potential impacts to citizens and
government effectiveness. This future
vision will help guide decisions around
architecture, application development,
standards, security and governance. Exploring
the possibilities—and experimenting
along the way—is key to mobile enabling
government services for the future.
For more information,
please contact:
Lisa Mitnick
Managing Director, Accenture Mobility
lisa.mitnick@accenture.com
+1 703 947 4128
About Accenture
Accenture is a global management consulting,
technology services and outsourcing company,
with 259,000 people serving clients in more
than 120 countries. Combining unparalleled
experience, comprehensive capabilities
across all industries and business functions,
and extensive research on the world’s
most successful companies, Accenture
collaborates with clients to help them
become high-performance businesses and
governments. The company generated net
revenues of US$27.9 billion for the fiscal
year ended Aug. 31, 2012. Its home page is
www.accenture.com.
About Accenture Mobility
Accenture is focused on enabling its clients
to achieve breakthrough growth throughout
the rapidly changing mobile ecosystem.
Accenture Mobility offers five mobility services
including consulting, software services—
applications, software services—devices and
platforms, managed services, and business
integration services. These are designed
to help organizations embrace business
to employee (B2E), business to consumer
(B2C), business to business (B2B) and machine
to machine (M2M) business opportunities.
Accenture offers mobility and embedded
software services across a wide range of
industries and platforms, including Android™,
Apple® iOS, Blackberry®, Linux, Meego™,
Symbian, Windows® Phone and Windows 8.
1
Accenture, Build it and They Will Come? The Accenture
Digital Citizen Pulse Survey and the Future of Government
Operations,
2012. Accenture surveyed more than 1,400
people in Australia, France, Germany, India, Singapore, the
United Kingdom and the United States in an online survey
conducted from November 29 to November 30, 2011.
2
http://files.ctia.org/pdf/CTIA_Survey_MY_2012_
Graphics-_final.pdf
3
National Association of State Chief Information Officers,
Technology Forecast 2013: What State and Local
Government Technology Officials Can Expect,
2013.
4
Accenture, CIO Mobility Survey 2012.
5
Pew Internet & American Life Project,
http://pewinternet.org/Reports/2012/Smartphone-
Update-2012.aspx
6
Accenture, Delivering Public Service for the Future:
Navigating the Shifts,
2012.
7
Accenture, Delivering Public Service for the Future:
Navigating the Shifts,
2012.
8
VDC Research, David Krebs, Strategic Insights 2012:
Enterprise Mobility Solutions, Public Safety Solutions,
Government Mobility Vertical & Application Markets,
2012.
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