In today’s digital age, citizens expect many public services to not only be available online, but to be utilized on demand via mobile devices.  As Samia Melhem discussed, this is most important in developing countries where many citizens have access to mobile phones but not proper sanitation.  Ms. Melhem, from the World Bank Group, said governments should “catch up” technologically with their citizens or fall behind in their credibility.

Extending beyond internet based voting systems, eGovernment allows for representative transparency and the empowerment of the civil servant.  For example, a sanitation crew in Nairobi could more efficiently plan their clean-up route when utilizing a photo from a mobile device from an involved citizen.  Assessing the work to be done based on the photo, as well as the time, date and location imprinted, the sanitation crew becomes empowered to provide a more efficient and timely service.

With the growing use of smarter, mobile devices, more pressure will be placed on public services from involved and empowered citizens.