A Single Mobile App for All Delaware Services

(this is an Opinion Piece I wrote for the Wilmington News Journal, but it applies to all states, cities, counties, etc)

It's great to see state and government agencies creating their own mobile apps. Delaware has about two dozen, counties and cities have even more.

As government joins the shift to the mobile world it is critical we recognize it is simply not sustainable for state constituents to download, register for and use more than a dozen apps, depending on what each agency needs. Nor is it efficient for those tasked with maintaining the required infrastructure and —importantly — security of the system and underlying information.

State needs a “single app” approach — one where constituents can sign in to one account and access state services in an intuitive and seamless way. This single app, with the convenience of a single username and password, could be available for users for free on iTunes, Google Play, etc.

Critically, it would be customer-centric, not state department-centric, and it would have to cross government 'stove pipes'. Is it the citizens job to know if this road, park, etc. is owned by the county, city or state?

Imagine a single app that would provide needed access to the number of state resources currently available on the internet plus so many more that will be available as the state builds on its progress to date.

This single app would be the place to get your park pass, display your driver’s license, pay a ticket, find out where your bus is, and access school records, land deeds and planning information.

Imagine an app that gave you contextual information based on your location — can I camp or fish here? What are the rental rules for this location? If I live here, where do I vote? Where can I apply for aid or get a hot meal? Who is my legislator and when is their next meeting? What is my legislator working on? How can I report a pothole or trash?

Imagine if it was not just one way information - if elected officials were able to push surveys to constituents. Imagine the state being able to push notifications based on location and user preferences. Imagine if constituents were able to push information back - complaints, suggestions, ideas?

A single app with all-Delaware functionality would have several key benefits:

• Increase usage and service. The current dozen mobile apps capture at best a fraction of 1% of Delaware’s potential users. A single app, sanctioned by the state, would have much higher usage, meaning more residents could benefit from state resources. A reasonable benchmark would be 5 percent of all potential users in the first year. If the state can successfully execute and be more customer-centric, growing to half or more of potential users is a realistic three-year goal.
• Reduce costs. The number of state-supported mobile apps would be reduced to perhaps a tenth of the current number, significantly reducing costs. Further interaction with a mobile app would reduce time spent talking with a state employee on the phone or traveling to and visiting offices. High usage will drive down costs per user significantly and drive up access to state information and resources. Our government will be providing more for less.
• Promote a dialog. Not only would this app be an effective way for residents to get relevant information and for the state to deliver information, it could also be an effective way for the state to get information from residents — where potholes or road hazards are located, complaints about businesses, public safety issues — perhaps with photos.
• Better support the poorest Delawareans. An estimated 10 percent of Delawareans do not have access to the internet at home, but almost all have access to a smartphone. An intuitive app would help Delaware government support those who need it most.

As with most technology efforts, there will be hurdles to clear. The good news is that Delaware’s government is filled with many smart and dedicated people and has access to resources and expertise from the state’s business and educational infrastructure, so these challenges should be surmountable.

In addition to the technical challenges, creating a customer-centric, intuitive app will require state agencies, and ultimately counties and cities, to work together in ways they have not. It will require a change in mindset by state government.

Delaware is different, and we have shown an ability to work together in ways that other states cannot. We have been the First State more than once – and we can do it again.

Ben duPont is managing partner at Chartline Capital Partners, co-founder and chairman of Zip Code Wilmington.