In the
directive issued by Barack Obama in May, a strategy has been set out to make services available
via mobile devices in an effort to keep pace with the increase in smart phone
use and improve the availability of government information via mobile to the
American people.
Obama
explains that until now, accessing government information has been a complex
and painstakingly time consuming task, which has forced Americans to collate
information from across government programs in order to identify exactly which services
they require.
The
Obama administration is right to drive an improvement in its record keeping and
consolidate information to enhance the accessibility with which individuals can
navigate through government information. According to the Institute of Customer Service -
Good customer service is a critical component of business success and
there is a direct link between high quality customer service and customer
retention, business performance and – of most significance in this case –
reputation.
Customers
are increasingly demanding instant access to information and through enabling
access through mobile devices is a sure-fire way to bring the knowledge and
information as and when it is required.
Good customer service is not just applicable to Government, retail and
other customer facing sectors, by focusing on customer needs and by creating
efficiencies when managing problems, issues can be remedied quickly and
efficiently.
The
implementation of a mobile Government service is one means by which to
increasing efficiencies and maintain a positive reputation – surely it is only
a matter of time before other businesses adopt a similar approach.
