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of adults who own a smartphone use it while they are out. It is used most

commonly for communication and social activity.76% of tablets are shared

with others. Theyare viewed as the

entertainment hub and often used at home.43% of online adults use a laptop

or desktop at home. It is considered the workhorse

and is dedicated to tasks like managing �nances.80%

ProductivityCommunication Entertainment

Source: “Multi-Device Usage Study,” by GfK Nov-Dec 2013 (study commissioned by Facebook). Survey of 2,004 U.S. online adults.

Why Do I Need a Mobile Strategy?66% of Americans use at least two devices every day:

A recent Government Business Council survey reported that 37% of agencies use mobile apps to

deliver services to their internal customers.

Customer Service on the Go...or No?

That number decreases to 30% when asked if they use mobile apps for their external customers.37%internal

customers

30% externalcustomers

The Secrets to Successful Mobile Strategy Development for Government Agencies

Knowingwhat to build

Selecting a platformstrategy – mobile

Web or apps?

Managingthe customer

experience• Identify and focus app development e�orts. • Talk to your prospective app user communities and

use design-driven approaches to shape your understanding of their needs.

• Engage business and IT stakeholders to develop a shared vision of the customer experience that guides near- and longer-term app development.

• Keep it simple and familiar for a fast, intuitive app experience that provides immediate answers.

• Align development to your overall customer engagement and mobile strategies.

• If new to apps, start with a few small pilot projects to learn what is necessary to produce, integrate, deploy, and manage.

• For mobile Web, take advantage of responsive design techniques that work across multiple types of devices.

• Determine how well-designed online APIs (application program interfaces) can enable you to

bridge both mobile Web and app development.

• Plan and iterate.

• Develop and budget for a productdevelopment plan that factors in ongoingcustomer engagement.

• Look carefully at the design of popular apps to replicate features familiar to mobile users.

• Consider adding a feedback feature to your app so you can learn from the user as the app is used.

• Monitor online reviews of the app to learn what people like and dislike.

6 in 10 Say IT Budgets Are Obstacles to App Development

Source: Tuutti, Camille, “Digital Government Report 2014,” FedScoop, 2014