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Jan 16

Are Enterprise-Focused Mobile Apps the Key to Improving Citizen Satisfaction with Federal Agencies?

Two interesting reports out recently. The first is from the IBM Center for the Business of Government and reports on the use of mobile apps in the Federal, state, and local governments. The second report is the 2015 American Customer Satisfaction Index report for the Federal government.  Highlights from both reports:

  1. Since the 2012 Digital Government Strategy, the Federal government has built nearly 300 citizen-oriented mobile apps. In contrast, only 20 enterprise-focused mobile apps have been built. Citizen-oriented mobile apps, as the name suggests, are built to provide government information and services to American citizens. Enterprise-focused mobile apps are used by the agency's employees to increase internal knowledge sharing and collaboration.
  2. For the third year in the row, customer satisfaction with the Federal government has declined. In fact, the rating of 63.9 is the lowest rating for the last nine years.
  3. There were one or two point gains in satisfaction with government processes (68 to 69), information (69 to 71), and customer service (75 to 76) from 2014 to 2015. Website satisfaction was static at 72.

I just finished writing an article for the PA Times where I argued that agencies should increase their building of enterprise-focused (EF) mobile apps. There is not the immediate payoff of a citizen-oriented (CO) mobile app. However, building EF mobile apps will compel agencies to improve their internal business processes, increase collaboration among agency employees, and enhance the ability of agencies to create IT applications. These are long-term benefits that may help raise and sustain better customer satisfaction scores in the future.

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