From E-government to M-government: Facing the Inevitable

Ibrahim Kushchu
International University of Japan
Yamato-machi, Minami Uonuma-gun, Niigata 949-7277 JAPAN
Tel +81 257 791464 Fax +81 257 791443
[email protected]

M. Halid Kuscu
Southwestern College
School of Business and Information Systems
900 Otay Lakes Road, Chula Vista, CA 91910 USA
Tel +1 619 421-6700
[email protected]

Abstract: The changes in the Internet and World Wide Web technologies and services lead to new developments in the
way e-government efforts provide services to citizens and businesses, and in the way governments handles their internal
operations. One of the revolutionary developments comes from adoption of wireless mobile technologies in government
related activities: m-government. In this paper we present technological drivers of m-government and present cases where
these technologies are being used. The paper concludes with discussions of challenges for m-government implementations
now and in the future.

1. Introduction
Advances in E-government oriented technologies and services are taking place with a
considerable speed around the world. E-government efforts aim to benefit from the use of
most innovative forms of information technologies, particularly web-based Internet
applications, in improving governments’ fundamental functions. These functions are now
spreading the use of mobile and wireless technologies and creating a new direction: mobile
government (m-government).

Despite its early stage, m-government seems to have a substantial influence on the
generation of set of complex strategies and tools for e-government efforts and on their roles
and functions. M-government is inevitable. The number of people having access to mobile
phones and mobile internet connection is increasing rapidly. The mobile access - anywhere
any time – is becoming a natural part of daily life, and the governments will have to
transform their activities according to this demand of convenience and efficiency of
interactions for all parties.

The coming age of m-government raises several interesting questions. Will m-government
replace the e-government activities? Despite its significance m-government cannot be seen
as replacing e-government and in many cases it will be complementary to e-government
efforts. The conventional e-government efforts provide services through wired network with
interactive and relatively intelligent web applications. The value of m-government comes
from the capabilities of applications supporting mobility of the citizens, businesses and
internal operations of the governments. For example, supporting law enforcement agents
who are on patrol is a distinctive advantage of mobile government services over
conventional e-government implementations. Wireless applications may enable greater
mobilization of the government officials with ability to handle real-time information
concerning, for example, crimes, accidents, safety and other public issues.

The synergy between e-government and m-government may be of concern especially for
those countries that are already gone ahead in making substantial investments in e-
government implementations. Now that m-government is inevitable, extending activities to
wireless devices and networks will enable these countries to be more proactive in their
operations and services by providing real-time and up-to-date information to the officials on
the move and by offering citizens a broader selection of choices of interaction. For these
countries, m-government implementations are emerging as one of the additional value-
added features for the integrated and flexible data communication and exchange mechanism
among government units. They may use more advanced wireless applications such as
location-based information exchanges. These emerging applications are expected to
stimulate m-government by enhancing location-based services such as fire fighting and
medical emergencies. If requested, these technologies may be used to transfer location-
specific information to mobile device users (i.e., information about traffic conditions or the
weather).

How about the implications for those countries that have not yet started or are at the early
stages of e-government strategy and implementation processes? These countries may have
more advantages depending on type of the issues faced by the governments. In developing
countries mobile government applications may become a key method for reaching citizens
and promoting exchange of communications especially when used in remote areas. In such
countries with insufficient conventional telecom infrastructures and greater acceptance of
mobile phones, ability of reaching rural areas may be considered as an important feature of
m-government.

As this brief discussion suggests, m-government is in its early stage of development. It may
be defined as a strategy and its implementation involving the utilization of all kinds of
wireless and mobile technology, services, applications and devices for improving benefits to
the parties involved in e-government including citizens, businesses and all government units.
The developments in e-business and m-business areas are influencing mobile technology
adoption by governments. In parallel, the existing research in m-government field often
focuses a few applications (Easton 2002) and mobile business issues as they relate to e-
government (Holmes 2001). There is now a growing need to examine m-government related
issues from the perspectives of their own and build a framework for the study of m-
government efforts.

In this paper, we would like take a technology-based view of challenges and future
developments of m-government. We start by briefly visiting the evolution of Internet and
the World Wide Web from wired to wireless technologies. We will next present various
cases where these new mobile technologies are used for m-government implementations.
We will then evaluate advances in m-government efforts in terms of at least four important
challenges. These include issues related to developing necessary infrastructure; level of
mobile Internet penetration and accessibility; legal issues; and, privacy and security. Finally
we conclude with a discussion, which may help practitioners and policy makers in
distinguishing between e-government and m-government provisions and realizing the
importance of synergy between the two.

2. The Drivers of M-government

The forces influencing the move from e-government to m-government activities include
major changes in the technological infrastructure and the advances in mobile
telecommunication services. The technological changes can be broadly described under
three major trends: mobile device penetration; convergence of wired Internet and wireless
telecommunication networks; and the move towards 3G services and higher data transfer
rates. The services include personalisation, location based services and context aware
applications. In the following sections we would like to visit each of these important factors,
which form a strong foundations for the governments to build their mobile services.

2.1 Mobile Device Penetration

Mobile devices are now taking significant roles in our daily and business life. At the end of
year 2001, approximately 14% of the world population – 850 Million people were mobile
phone users This growth has been spectacular especially in Europe after the telecom
industry de-regulation and adoption of Global System for Mobile (GSM) communications
(Sadeh, 2002). Now, mobile phones are no longer used only for voice communication but
are a convenient way of connecting to the Internet and are used for transferring data,
exchanging e-mails, and doing small scale business transactions. Next to increase in the
adoption of mobile phones comes the growth in the sales of PDAs and pagers. Last year’s
total PDA sales were estimated to be over 20 million (Sadeh, 2002).
 While thee mobiles devices continue to increase taking essential roles in our lives, the wired
PC connection to Internet may lose its initial attraction. Table 1 below presents the
estimated PC to Mobile phone penetration in Europe from years 2001 to 2005 (Source:
Forrester Research). As can be observed from the table, mobile phone penetration is well
above home PC usage in Europe and it seems that the trend will continue.

The volume of penetration of mobile devices will put severe pressure on m-government
implementations. The users will want to have government services (those which are
appropriate for mobile technologies) to be delivered and accessible anywhere and anytime.
This will lead to mobile government activities reaching a larger base in a more convenient
manner.

80%
M obile phone
penetration
70%

Hom e PC
penetration
60%

50%

0%
2001* 2001(e) 2002(e) 2003(e) 2004(e) 2005(e)
M obile phone 71% 71% 73% 75% 77% 78%
PC 54% 57% 61% 64% 66% 67%
*m iddle ofthe year (e)estim ate foryear-end
Base:totalpopulation
(Source: Forrester Database)

Table 1. Estimated numbers of PC and Mobile Phone owners in Europe

2.2 The Emergence of Mobile Internet

Conventionally, anywhere – anytime voice communication has been one of the major
factors for the growth of mobile phones. Data communications however is now
becoming very attractive to many consumers and business users. Japan’s NTT DoCoMo
created a successful business and technological model for connecting many mobile phone
users to the Internet through “i-mode”. (Wallace et al, 2002). I-mode was first launched
in 1999. In three years more than 43 million subscribers in Japan can access the Internet
through their mobile phones. They can exchange e-mails, download ringing tones, access
location based information, do simple purchases and read news and other business
information using their mobile phones (Supaporn, 2002). Similarly, among other
examples “Voda-phone live” in Europe is taking the users to the exciting world of the
Internet through their mobile phones. It is expected that by the end of 2004, there will be
around 250 Million mobile internet subscribers (The Allied Business Intelligence and
Reuters Insight, in Sadeh, 2002).

The technology and the speed of the mobile internet has evolved through various Gs
(generations). Initially mobile telephony systems were analog, circuit-switched. Voice
links were poor, capacity was low, and security was almost non-existent. Then comes the
second-generation (2G) protocols using digital encoding such as GSM and CDMA. These
technologies are in use around the world and support high rate of voice but limited data
transfers. They offer auxiliary services such as data, fax and SMS. The next generation
technologies and protocols, (2.5G) extend 2G systems to provide additional features such
as packet-switched connection (GPRS) and enhanced data rates. Third-generation
protocols support much higher data rates, and are intended primarily for applications
other than voice. 3G applications, at a limited scale, have already started in Japan,
Europe, part of Asia/Pacific, and in the US. Full fledged 3G is expected to support
bandwidth-hungry applications such as full-motion video, video-conferencing and full
Internet access (Sadeh, 2002, Wallace et al, 2002).

Bringing the mobile internet to the mobile devices is not an easy task. These devices
have limitations in terms of size (small displays and keyboard) and low memory. Also,
the technologies are yet to prove themselves with high speed and smooth transmissions
without any disconnection. Various wireless standards and handset compatibilities remain
to constitute important challenges to real world business applications and
implementations on the mobile internet.

2.3 Mobile Net Applications and Services

NTT DoCoMo’s i-mode provides one of the most successful and comprehensive mobile
internet applications and services. I-mode is deployed using packet-switched technology
allowing users to have an “always on” connection to the internet but paying only for the
data that they transfer. Since it is launched in 1999, more than 43 million subscribers of i-
mode enjoy various applications and services through DoCoMo’s i-mode portal. These
services can be categorized into four types: Transaction, information, database and
entertainment services. The killer applications for mobile Net in Japan are mostly
entertainment type where, for example, users may download screen savers, ring tones and
play games. Other services may include browsing information and databases such as
news, stock prices, telephone directory and location based dining guides (Supaporn,
2002). One important area that is yet to improve is business applications such as mobile
banking, ticket reservations and trading.

Apart from Japan, especially in north European countries, mobile net applications are
taking a significant place in the lives of many mobile users. Nordea offers one of the first
and successful wireless application protocol (WAP) based online banking services. The
service allows users to pay bills and check their balances and statements (Sadeh 2002).

Short messaging service (SMS) is by far the killer application of the mobile net (Sadeh,
2002). Almost all mobile phone users use this service. Then comes the entertainment
related services such networked games, dating services or downloading ringing tones and
screen savers. One of the most needed application area is the business and transactions.
There are only a few good examples in banking, travel and location based services such
as restaurant guides.

Mobile phones are following a trend to become one of the most personalized computing
device. One of the sources of the need for personalization comes from the limitations of
devices in terms of their size and processing capacity. It s not really possible to present
mobile users with abundance of information, nor is it advisable to put the users to
inconvenience extensive browsing. Therefore the recent trends in mobile net applications
have been tailoring the services to the user’s profile. These applications are using as much
user’s data as possible, to provide location and context aware solutions. They use data
regarding who the user is, what is his/her location and other info related to preferences,
and aims to suggest what would be relevant to the user. City guides and dining services
are typical examples. The more recent applications are aiming discover the context that
user is in and then, for example, providing targeted information to the users (Sadeh,
2002).

4. M-government Services

The technology and the services landscape presented above is slowly taking its place in
various m-government implementations. Some of the early adopters of m-government
services include law enforcements, fire fighting, (Easton, 2002) emergency medical
services, education, health and transportation (Zalesak 2002, 2003) (The discussion below
is mainly based on (Zalesak 2002, 2003) apart from law enforcement and firefighting
sections).

4.1 Law Enforcement

Easton (2002) presents various law enforcement cases from the USA. These cases report
various states patrols using mobile devices (Panasonic Toughbooks and PacketCluster

Patrol from Ather systems) connected via a wireless cellular network. The successful
examples include Colorado State Patrol, Public safety agency in New York area, the
police department in Flint, Michigan and the state patrol in Carmel, Indiana.

In these cases mobile technologies are used to support the activities of state officials who
are on the move. These agents can communicate among each other and access various
information sources through the wireless network. For example in Colorado the entire
state is covered and there is at least 35 percent increase in productivity and thousands of
dollars in savings per application. Another benefit includes increase in the speed of
processing. For example accident reports processing time is reduced from 6 months to 72
hours (Easton, 2002) where at least two other departments are involved: departments of
revenue and transport. The agents are reported to take the wireless system up smoothly
since they believe it helps them to do their job better. The cases clearly support the idea
that law enforcement applications of m-government lead to cost effective and efficient
operations against crime and safety promotions.

4.2 Fire Fighting

The wireless technologies used in firefighting is similar to the way they are used in
sales force automation. Basically, mobile technologies allow the fire fighters to know
more about critical data related to a fire incident before arriving (Easton, 2002). These
data include pre-fire plans, occupancy demographics, building inspection information
and relevant information in the surrounding area of the events. The recent efforts are
moving towards embedding the smoke alarm systems and sprinklers with wireless
sensors which could allow firefighters to know the level of make, a room’s temperature
and the digital image of the room before they arrive. This would enhance their
operations efficiency reducing number of fatalities and improving safety for the
firefighters. The wider benefits can be obtained from integrated systems with the police
and medical emergency services, resulting in additional savings, efficiencies and
community protection.

4.3 M-Government and Education System

Internet and mobile phones play a very important role for an integrated education system,
as they provide instant communication among parents, students and schools. Parents can
receive frequent updates on academic performance of their children, and sometimes,
instant notifications if their children are late or missing a class. This instant
communication between parents and schools is highly appreciated by the families
especially if both parents are working. Timely communication among educators, parents,
and students can prevent academic failure and serious disciplinary actions.
As for the students in higher education, mobile services may provide an opportunity to
send and receive announcements on emergencies and public safety, class schedule
updates, campus events, traffic and weather conditions, office hours, campus resources
available, and exam results. This can help students efficiently utilize wireless devices and
note books in a technologically improved academic environment to better inseminate
knowledge.

4.4 M-Government and Health Care System

The primary aim of healthcare institutions is to improve the effectiveness of care services
but at the same time to reduce the costs. Handheld wireless applications can enable
doctors, nurses and other health care professionals to gain access the right information at
the right time to prescribe the proper treatment. In addition to saving time for intervention
and prevention, using mobile devices can offer great benefits and efficiency with:

- Access to patient records;

- Finding patient’s HMO and PCP;
- Access to lab test results;
- Requests for urgent blood donations;
- Access to latest drug reference databases;
- Sending patients’ data for a second opinion ;
- Electronic billing for in-home health care workers.

4.5 M-Government and Transportation

Although there are limited mobile applications for the transportation industry, the major
companies in the industry are increasingly providing crucial services for road safety and
transportation optimization.

Mobil and Interactive transportation routing and scheduling programs can determine the
transportation eligibility and establish optimal routes and schedules consistent with
regional, national and global policies and resources. Transportation eligibility can be
based on constraints such as time and distances, and vehicle capacities. Routes can be
formulated for multiple trips in consideration of keeping number of vehicles as low as
possible. Mobil devices increase the control to achieve maximum fleet efficiency through
route and schedule optimization.

Mobile devices can easily transmit changes in transportation conditions and logistics. The
graphic functions of mobile devices can produce computer-generated maps, flight routes,
stop locations for delivery, distribution and maintenance. Color-coded display can show
speed limits, street names, hundred block addresses and hazardous conditions, if any.
General Motors has a system that informs drivers of any potential hazard within 15-mile
radius of their location. Wireless technology can be a life saving tool in placing or
responding any stress call.

4.6 M-Government and M-Democracy

What may facilitate the participation of citizens in overall government affairs?

M-Democracy gives citizens two great opportunities to:

- Express their opinions directly to the government officials,

- Monitor the representatives under close control.

How important it is for the government officials surrounded by advisers and assistants to
know the authentic opinions and changing expectations of people?

- M-democracy allows the government to receive feed back directly from public.
- Wireless technology can help through virtual referendums.

Governments make forms and publications available online to increase citizens’

participation and ask for their opinions. A proposition for a new law or an amendment can
be posted on a web site. People with comments, suggestions and questions can send their
comments via internet and mobile phones.

Some people may be reluctant to send comments by using a mobile phone because their
number is visible at the other end. However, various technical solutions are available to
protect privacy. Some countries such as UK and Czech Republic have tried voting via
mobile phones. Major concerns were:

- Lack of knowledge about mobile phones;

- Lack of confidence in new technology (many people had fear of missing to vote);
- Cost of sending a vote thru a mobile device;
- Preferences regarding use of SMS messages;
- Fraud, such as a selling out a vote.

5. Challenges for M-government

Every progress has challenges. Implementing m-government will also bring a series of
challenges. Some of the typical challenges for e-government are naturally shared by the
m-government efforts. Lanwin (2002) states some of these challenges. Among them, we
will visit those which are most relevant to m-government including infrastructure
development, privacy and security, legal issues, mobile penetration rate and accessibility,
compatibility.

• Infrastructure development: For m-government to flourish, the information

technology infrastructure must be present. This infrastructure is both physical and
 ‘soft’. The physical infrastructure refers to the technology, equipment, and
network required to implement m-government.

No less important are soft infrastructures such as institutional arrangements, and

software that make m-government transactions possible. Even though m-
government is in its initial stage, various software are available for m-government
services. PacketWriter, Pocket Blue, and Pocket Rescue are a few examples of m-
government soft ware developed by Aether systems (for more information, please
visit http://www.aethersystems.com/webfiles/industries/government/#roi).

• Payment infrastructures: are also vital to the success of m-government. A very

first obstacle for consumers to buy online is a feeling of mistrust in sending their
credit card information over the mobile phone or the Internet. In developing
countries, though, another problem precedes that: low credit card penetration. The
number of persons with credit cards is too small in comparison to the number of
potential users for m-government transactions.

• Privacy and Security: are the most significant concerns citizens have about m-
government. The general fear is that their mobile phone numbers will be traced,
when they send their opinions and inquiries to the government. The government
must overcome the mistrust, and assure mobile users that people’s privacy is
protected and the information will not be sold to third parties.

Although encryption of SMS messages is relatively safe, mobile phone numbers

and mobile devices are relatively easy to be hacked. Wireless networks are
vulnerable because they use public airwaves to send signals. Because of
interception in all traffic on the Internet, there is a big chance for outsiders to
attack on wireless networks to steal important information and temper with
documents and files. Therefore in the planning stage of the m-government project,
privacy and security issues should be considered so that developers will be able to
select appropriate mobile devices.

• Accessibility: The success of mobile government will depend on largely the

number of its users: the citizens. But socio-economic factors such as income,
education level, gender, age, handicap, language differences and regional
discrepancies will affect the citizens’ attitude towards mobile government. In
order to increase citizen participation and provide citizen-oriented services,
governments need to offer easy access to m-government information in alternative
forms, possibly, using video and voice communications.

• Legal issues: Many countries around the world have not yet adopted the Law of
Fair Information Practices, which spells out the rights of data subjects (citizens)
and the responsibilities of the data holders (government). In some cases the law
does not recognize mobile documents and transactions. There is no clear legal
status for government’s online publications, no regulations and laws for online
fillings, online signings, and on online taxable transactions.
 • Compatibility: One of the technical difficulties might arise from compatibility of
the mobile systems with the existing e-government systems. This may get even
more serious in the cases of government offices having legacy systems which may
not be easy to integrate both in terms of functionalities and data administration.

6. Discussions and Conclusions

The recent developments in business models, services and technologies of the WWW and
Internet created new dimensions on the interactivity, mobility and intelligence of the web
based solutions. As e-business is evolving towards m-business, e-government seems to
follow the trend with a few but significant mobile government (m-government)
applications. Millions of mobile phone users, equipped with Internet connections, will put
severe pressure on the government to extend appropriate e-government services into the
mobile platform. It is now inevitable for e-government professionals, practitioners, and
researchers to acquire necessary skills to face the new move towards m-government.

This paper aimed to provide an overview of developments on the mobile internet

technologies and services, and tied them to the existing and future m-government
applications and government business models.

M-government is building upon e-government efforts, and there are basically two
important issues related to the transition from and the relationship between e-government
to m-government:

• M-government is inevitable. The major forces influencing m-government

adoption include: (a) current technological advances in the areas of
wireless World Wide Web and the Internet, (b) benefits to be gained from
value added business models stemming from these developments, and (c)
the citizen’s rising expectations for a better and convenient government
services.
• M-government will be complimentary to e-government. We have
demonstrated various services some of which are replications of e-
government services on the mobile platforms. However, the real value of
m-government efforts come to surface with those services and applications
which are only possible using wireless and mobile infrastructure.

Earlier in the paper we have presented various technological issues as driving forces for
m-government. These forces will put severe influence on the new and existing e-
government efforts to move towards mobile applications. Some the forces presented
include

a) increasing mobile infrastructure and mobile device penetration in Europe and in

the World,
 b) evolution of mobile internet technologies, standards and protocols towards faster
and more sophisticated applications, and
c) adoption of mobile internet applications and services by individuals and
businesses.

We have also presented that there already exist various m-government applications and
business models in the areas of law enforcement, education, transport, health and
firefighting. M-government business models will typically follow an enhanced version of
e-government models (Abramson and Means, 2001) where appropriate. We will see
applications enabling governments to perform better

a) in serving the citizens using mobile information and communication models;

b) in doing business with the citizens and other government and business
organizations using mobile transactions models;
c) in integrating various government units and officials through mobile portals; and
d) in promoting active participation in the government affairs establishing m-
democracy models.

There are various challenges to adapting to coming age of M-government revolution such
as:
• Developing wireless and mobile networks and related infrastructure
• Promoting mobile penetration and increasing accessibility
• Dealing with an extremely difficult task of protecting privacy and
providing security for the data and interactions
• Regulating and developing legal aspects of mobile applications and use of
the services.

The existing technological foundations, applications and services support the idea that m-
government will be a significant part of e-government efforts. The policy makers and IT
professionals need get ready to embrace these developments and participate in the ways to
enhance e-government activities through m-government.

References

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and Littlefield Publishers, Inc., New York.

Easton, Jaclyn, (2002), Going Wireless: transform your business with wireless mobile
technology, HarperCollins, USA (pp. 187-196)

Holmes. D ( 2001), eGov: eBusiness Strategies for Government, Nicolas Brealey.

Lanwin, Bruno, (2002) A Project of Info Dev and The Center for Democracy &
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(a) 16/01/2003 Part I: M-Government: more than a mobilised government
http://www.europemedia.net/shownews.asp?ArticleID=14482
(b) 17/01/2003 M-Government: more than a mobilised government, Part II
http://www.europemedia.net/shownews.asp?ArticleID=14495
(c) 30/07/2002 The future of m-government
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(d) 31/07/2002 The future of m-government: Part II
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(e) 07/08/2002 The future of m-government: Part III
http://www.europemedia.net/shownews.asp?ArticleID=11924