Mobile ‘Merica

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.

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