What is the role of mobile applications in municipal service delivery innovation?

The widespread adoption of mobile smartphones and the popularity of mobile applications (mobile apps) have created an environment where users rely on these powerful smartphone devices for far more than just telephone calls and email— smartphones and the apps they support have become indispensable tools for business and delivery of city services. For government agencies at all levels, the mobile service delivery channel provides new ways of connecting with employees and citizens, offering innovative ways to increase customer satisfaction.