Upward mobility

February 9, 2006

James MacGregor, Researcher, NLGN
Municipal Journal

The UK is a very different place than it was 10 years ago, in no small part due to the effects of the mobile phone. We are contactable wherever we are and whatever we are doing – depending on signal strength of course. When making calls, the questions is no longer “Who is it?”, but rather “Where are you?” The mobile phone is a personal communications device unlike any other.



It is not just mobile phones that are changing how we do things. Digital technologies of all kinds are spreading across society, with no respect for institutions and social boundaries. These developments do not herald the beginning of an age of digital introspection and the inevitable death of collectivism, as some fear. Many more variables exist in this process than just the penetration of technology. However, there is no doubt that in a UK with more mobile phones than people, new challenges and opportunities are presented to government.



These circumstances are not news to government. Big strides have been made in preparing institutions and services for this ongoing process of change. Independent local government action is of central importance in ensuring that these changes are positive. While national media incessantly focuses on political machinations within Westminster and Whitehall, local officers and politicians get on with business of delivering on citizen needs and expectations.



The e-Government National Awards 2005 presented recently, highlight some commendable steps that local authorities and central government have made in this direction. These Awards demonstrate that realising efficiency savings, joining-up the front-line of service delivery, and encouraging take-up of services can all be achieved in part by the effective use of IT.



But – and it is a big but – the use of mobile IT is conspicuous in its absence. This suggests a number of things. Possibly, public bodies are not doing as much as they could with mobile IT. Or maybe central government is failing to recognise and popularise what has been achieved, or even that mobile IT does not help deliver good public services and effective methods of engagement between citizens and government.



NLGN’s latest report Cutting the Wires examines these questions. It concludes that citizens will increasingly expect mobile services and methods of engagement with government through their interactions with non-governmental service providers. There are numerous examples of what can be achieved and how government can be reformed around the needs of the citizen rather than the institution. Still, much more should be done.



Local government needs to shape its own destiny. Public policy has now passed through the necessary, and always temporary, funding increases that have helped to drive improvements. From this point forward, no more money is available and public servants must find new methods of improvement, while saving money.



It is far from an impossible task, and mobile IT will be a part of the process. The recent publication of the Cabinet Office Transformational Government strategy lays down a marker. No longer is central government satisfied with public bodies simply bolting an “e-“ onto existing offerings to citizens. Instead, services, governance and working practices must be transformed by using technology effectively. The impending, zero-based 2007 Spending Review will only deepen the commitment to improvement driven through something other than investment.



None of this is to say that we are presented with a new paradigm, or that any learning older than 10 years is irrelevant. Clearly, neither rings true. Rather, public policy needs to keep pace with and mould societal change in order to remain relevant to citizens and, most importantly, empower officers and politicians to deliver on local and national policy imperatives. Change is a constant, the only choice being how to deal with it. The coming 10 years will decide whether public bodies fully accept this, embracing and leading change, or attempt to shore up existing models of service delivery and hope that citizens keep the faith.



Cutting the Wires is available, price £12 (plus £1.25 p&p) from info@nlgn.org.uk / 020 7357 0051

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