56 Mobile Government and Organizational Effectiveness Chet Borucki Seda Arat Ibrahim Kushchu International University International University International University of Japan of Japan of Japan 777 Kokusai-cho, 777 Kokusai-cho, 777 Kokusai-cho, Minami Uonuma-shi, Minami Uonuma-shi, Minami Uonuma-shi, Niigata 949-7277 Japan Niigata 949-7277 Japan Niigata 949-7277 Japan borucki@iuj.ac.jp sarat@iuj.ac.jp ik@iuj.ac.jp http://www.iuj.ac.jp http://www.iuj.ac.jp http://www.iuj.ac.jp Abstract: Adoption of mobile technologies by governmental units not only benefits the parties who use these services, but also can have a positive impact on the internal workings of public sector organizations. Case studies of five governmental entities that initiated mobile applications reveal evidence of higher productivity and cost and operational savings. This new way of performing tasks also has implications for organizational structure, business processes and civil workers. In the context of Kushchu and Borucki’s (2004) Mobility Response Model, this paper underscores some of the issues that might arise in these areas by examining a small sample of ongoing mobile government projects, and concludes with enhancements to the model. Keywords: mobile government, mobility response model, organizational change, change management, civil worker, business processes 1. Introduction Wireless technologies are leading the trend towards a ubiquitous and pervasive living environment allowing individuals and organizations to engage in a wider range of activities anywhere, anytime. Tablet PCs, mobile phones, PDAs and smartphones are becoming an indispensable part of life, for personal and professional purposes. Mobile applications are allowing people to benefit from not only unrestricted freedom of movement, but also the information and guidance that these devices provide based on the location or context of the user. In recent years, advancements in Information and Communication Technologies (ICT) and especially the rapid adoption of mobile phones around the world have contributed to the introduction of new mobile technology applications and services. Hence, mobile technologies offer solutions to a wide range of audiences ranging from individuals to businesses and government institutions in a world where speed and efficiency matter the most. Mobile Government, a relatively new term, refers to those government applications and services made available to the citizens via the use of mobile technologies. (Kushchu and Kuscu, 2003) At first glance, applying wireless technologies within the traditionally bureaucratic, slow-paced and rigid public sector entities may seem a little out of place. But the increasing number of mobile government applications around the world show that there are many opportunities for governments to improve and enhance their services and cut down on operational costs to enhance organizational effectiveness. Traffic updates, navigation assistance, emergency assistance, weather updates, notification for tax and bill payments, field inspections, and a tracking system for stolen vehicles are some of the more common applications used by the public sector. (Yu and Kushchu, 2004) The effectiveness and the acceptance of mobile technologies are still in question as only time will tell how well these applications will answer the needs of the users.