© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
1,000Analysts
9,900 Distinct Client Organizations
215,000+Client
Interactions
Vertical Coverage
in Nine Industries
5,500Benchmarks
850 MediaInquiries
per month
World's Largest
Community of CIOs
70+Conferences
73% ofGlobal 500
3,200Consulting
Engagements
Clients in 85 Countries
70% ofFortune 1000
500Consultants
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. This publication may not be reproduced or distributed in any form without Gartner's prior written permission. If you are authorized to access this publication, your use of it is subject to the Usage Guidelines for Gartner Services posted on gartner.com. The information contained in this publication has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information and shall have no liability for errors, omissions or inadequacies in such information. This publication consists of the opinions of Gartner's research organization and should not be construed as statements of fact. The opinions expressed herein are subject to change without notice. Although Gartner research may include a discussion of related legal issues, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner is a public company, and its shareholders may include firms and funds that have financial interests in entities covered in Gartner research. Gartner's Board of Directors may include senior managers of these firms or funds. Gartner research is produced independently by its research organization without input or influence from these firms, funds or their managers. For further information on the independence and integrity of Gartner research, see "Guiding Principles on Independence and Objectivity."
David Willis
Building a Mobile Strategy
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
NOT a Civic Moment
Image: http://aids2012.ucsf.edu/2012/07/27/waiting-in-line-at-the-dmv-get-an-hiv-test/
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Digital Business + Digital Government
Digital Business
The creation of new business designs by blurring the boundaries between the digital and physical worlds due to the
convergence of people, business and things.
Implications for Government:
• How does the emerging digital industrial economy affect citizen expectations?
• Is digital business different frome-business (and e-government)?
• Do these trends affect all government domains equally?
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
New Service Models in Government Are Possible: How Will You Create Them?
Seamless Socialization
Empowered Citizens and
Employees
IT as a UtilityBig Data,
New Insights
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Key Issues
1. What factors must government account for in formulating a mobile strategy?
2. What skills, technologies and processes will be required for organizations to deliver mobile digital government solutions to employees and constituents?
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Mobile Was Once Just This.
BUT NOW It Is This … and This … and This …
and This! Devices Enable, But Are Ephemeral.
HID Global
Immersive Environments LLC
Golden-I
iRobot
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Mobile Business Processes,Methods and Moments
BusinessProcess
Improve process efficiency/effectiveness with mobility
Extend and evolve processes using business moments
BusinessModel
Evolve processes into new business models using
business moments
Implement new business models relying on mobility
Extend and evolve models using business moments
Business moments suggest new models and processes
Business
Moment
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
360 View of Disaster Within 5 Minutes
Imagine Government Performancein the Digital Industrial Economy
New Job Prospects Within 30 Minutes
Remote Intervention Within 10 Minutes
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Mobile Device + IoT = Compelling Innovation
User interface/remote control
Information/analysis
Analysis/computation
Ensemble orchestration
Discover "things" nearby
Social "things"
Web interface
Access tweets/posts from social "things"
Browse analytics and information
Access Web interfaces to "things"
Access cloud components of services
Provide user identity and proximity "Things" extend the smartphone experience
Business services, e.g., payment
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
From Proximity to ContextIdentify and Unlock Civic Moments
Contextual services
Proximityapps
Behavioralinsights
Smartspaces
Emotionalawareness
More usable apps
• Wi-Fi
• Bluetooth beacons
• Geomagnetic
• Image recognition
• Smart lighting
• Accelerometers
• New handset sensors
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Privacy and Consent:The Challenges Will Increase
• The Snowden effect — reduced trust, especially for international cloud services
• Unethical app behavior — e.g. apps secretly sharing data with ad networks
• New technologies will expose highly personal data — e.g., location, health
• Data analysis and statistical correlation expose unexpected information, e.g.,
"anonymous" device fingerprints or traffic analysis
• Legislation will be complex and vary by country, e.g., "right to forget"
• Per-app privacy decisions will be a burden for users
"I happily share my
location and personal
preferences through my
applications"
N = 65632014 Gartner Survey, USA and Germany
0%
20%
40%
60%
18 to 24 25 to 34 35 to 44 45 to 54 55 to 64
Happy to share
Strongly object to sharing
Average
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Key Issues
1. What factors must government account for in formulating a mobile strategy?
2. What skills, technologies and processes will be required for organizations to deliver mobile digital government solutions to employees and constituents?
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
The CIOs Mobile Challenges
Strategy and Agility
Mobile app development
and testing
New working practices and devices
Communication and
collaboration tools
Making mobile innovation safe
Skills and partners
Consumer-facing
mobility
Employee-facing mobile apps and processes
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Digital Government Depends on Diverse and Newly Critical Executive IT Roles
Chief Digital Officer:
• Community oriented
• Citizen engagement focus
• Increases the value of government information for the public and industry
Chief Technology Officer:
• Technology and sourcing oriented
• Customer support and vendor engagement focus
• Delivers the best value for IT servicesto government agencies
Chief Information Officer:
• Business oriented
• Employee engagement and innovation focus
• Increases the value of government information across the enterprise
Chief Digital Officer
Chief Technology
Officer
Chief Information
Officer
Chief Information Security Officer
ICT Policy and
Standards
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Too Many Opportunities: Where to Start?
18
e.g. In Education:
Student Services? Faculty Services? Administrative?
• Tours
• Admissions & Applications
• Financial Aid
• Curriculum & Advisory
• Campus Navigation
• Parking
• Housing
• Safety
• Dining
• Job Placement
• Counseling & Advisement
• Social Life
• Family Services
• Classroom Augmentation
• Student Development
• ????
Start with a Center of Excellence; Move to a Constituency-Driven Model
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Organizing for Mobile Success
19
Steering Group
IT + Business
Centre
of
excellence
EA
activities
Customer
experience
team
B2C projects and
initiatives
E.g. marketing, m-
commerce, ........
B2E projects and
initiatives
E.g. BYO, SFA,
.........
Sourcing &
procurement
High Level Governance and
Policy
Common technologies &
standards
Discovering
opportunities is as
important as
delivering apps
Cross-functional
teams
Agility is key
Security,
compliance,
privacy
B2E strategy B2C strategy
Lifespan 12 - 24
months
Lifespan 6 - 12
months
Ideation Ideation
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Agility Beats StrategyMobility Demands Bimodal IT
Ideate
Prioritize
Implement
Review
Minimum risk
Sequential methods
Established vendors
Strong governance
Technology teams
Project focus
Managed risk
Agile methods
Innovative partners
Lightweight governance
Multidisciplinary teams
Product focus
Scope
Su
pp
ly
Dem
an
d
Go
vern
an
ce
Ris
k M
gm
t.
Traditional Mode
Nonlinear Mode
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Demand for Mobile Apps is Surging
21
App complexity and required developer skills
No.o
fA
pps
Rapid Mobile AD tools
Mobile App Dev PlatformsDev Your Own App
tools
Personal apps Lightweight apps Sophisticated apps
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Strategic Road Map Analysis: Higher Ed
Source: “Higher Education 'Business Model' Scenarios and Corresponding Strategic Technology Map”
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Define an Integration Strategy
Mobile Apps
Interaction layerChannel-optimized user experiences
Composition layerChannel-independent services, API governance
Back-end servicesEnterprise systems
3rd
party
apps
High volatility
Low volatility
mBaaS
External
services,
e.g. social, notification
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
The Three Ages of Mobile Security
Device-based App/document-based Risk-based
"Protect the device""Make innovation safe on untrusted devices"
Intrinsically secure devices
MDM
Device lock and wipe
Containerization
EFSS
VPN
Audits, black and whitelists
Self-defending apps
DRM
Contextual security
Fine-grained security
Identity & biometrics
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Who is Doing It Well?
25
TWRA on the Go
Hunting/Fishing Licenses in 5 Minutes
MTA Developer Resources
Open APIs + Real-time Feeds, Citizen Development
Mobile Tax Collection
Service requests (Citizen Developed)
StreetBump
Invisible incident collection
MobilePA Challenge
Student Development
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
CIOs Are Positioned to Lead the Digital Transformation of Government
Building on Cloud, Mobile,
Social, Information
ExperienceWith
Enterprise Processes
ExperienceWith
Enterprise Information
Knowledge of Policy and Regulation
Civic Moment
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Action Plan for CIOsNow:
- Sponsor ideation exercises; the mobile future will be stranger than your current strategy imagines.
Next 90 Days:
- Assess mobile capabilities, esp. talent and sourcing.
- Treat mobile development, security and management decisions as tactical and subject to revision in an 18- to 24-month time frame.
- Adopt or extend bimodal development principles.
Next 12 Months:
- Take advantage of public demand for online service.
- Stop managing devices! manage data and apps.
- Develop allies for a digital government vision; Give cross-boundary work its due – escape operational firefighting.
- Architect data and applications for a mobile world
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
Recommended Gartner Research
� Government Context: 'Six Best Practices to Deliver Powerful Mobile Consumer-Facing Applications’ (G00269330)
� Visual Strategic Planning Using the Gartner Higher Education 'Business Model' Scenarios and Corresponding Strategic Technology Maps (G00262818 )
� How Local Government CIOs Can Improve Mobile App Strategies (G00274721)
� Top 10 Mobile Technologies and Capabilities for 2015 and 2016(G00260239)
� Market Guide for Rapid Mobile App Development Tools(G00269380)
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
1,000Analysts
9,900 Distinct Client Organizations
215,000+Client
Interactions
Vertical Coverage
in Nine Industries
5,500Benchmarks
850 MediaInquiries
per month
World's Largest
Community of CIOs
70+Conferences
73% ofGlobal 500
3,200Consulting
Engagements
Clients in 85 Countries
70% ofFortune 1000
500Consultants