	Background

Advances in computing technology have increased speed and storage  capacity for mobile devices, enhancing consumers’ abilities to perform a  wide range of online tasks, such as shopping, banking, and accessing  government services, primarily via the following mobile broadband  technology:
Smartphones: Consumers can use smartphones to run a wide variety  of general and special-purpose software applications, including  accessing websites on the Internet. These are DOI, DOT, NWS (within the Department of  Commerce) and FEMA (within the Department of Homeland Security). The other two  agencies—FMC and NEA—do not. Internet Access Using Cellphones Is Increasing, with Some Populations Using Them More Than Others

		Access to the Internet Using Mobile Devices Is Rising due to Lower Cost, Convenience, and Technological Advances, according to Stakeholders and Literature

According to the Pew Research Center, as of January 2014, 90 percent  of American adults own a cell phone. Technological advances: Advances in the technological capabilities of  mobile devices have also contributed to this trend, allowing  consumers to carry out an ever broadening range of interactions,  which previously required the use of a desktop or laptop computer. Young, Above-Average- Income, College- Educated, and African- American Populations Use Smartphones to Access the Internet More Than Other Demographic Groups

Pew reported that in 2013, those who are young (18-29 years old), earn  over $75,000, have a college degree or higher, or are African American  have the highest rates of accessing the Internet with cellphones (see fig. Use of cellphones to access the Internet is lower among senior, less  educated, or rural populations, compared to other demographic groups. Although More Individuals Use Mobile Devices to Access Selected Agencies’ Information and Services, Challenges Still Exist

		Although Individuals Still Primarily Use Desktop Computers to Access Selected Government Websites, Access by Mobile Users Is Increasing

Individuals accessing the selected agencies’ websites primarily used  desktops and laptops to do so. For  example, the number of visitors using smartphones and tablets to access  NEA information and services—such as applying for grants and tracking  grant applications—increased from 3,376 in 2010 to 287,932 in 2013 (see  fig. Similarly, individuals using smartphones and tablets to access  DOI’s information increased from 57,428 in 2011 to 1,206,959 in 2013. Further, excess information on government websites that have not been  optimized can make it challenging for mobile internet users. Federal Agencies Have Taken Actions to Enhance Access to Government Information and Services via Mobile Devices

		OMB’s 2012 Digital Government Strategy Has Resulted in Actions to Enhance Access to Government Services for Those Using Mobile Devices

In response to the milestones specified in the Digital Government  Strategy, OMB created the Digital Services Advisory Group, which, along  with the Federal CIO Council and the Federal Web Managers Council,  created digital governance guidelines for all federal agencies to use. GSA’s Office of Citizen Services and Innovative Technology (OCSIT) has  also taken the following actions to enhance access to government  services via mobile devices in response to the Digital Government  Strategy:   website to help federal agencies  build the capacity to implement effective and innovative digital  services. Provided guidance and on-line training and shared best practices and  other resources to assist agencies seeking to enhance their websites  for mobile technologies. However, mobile users can still  access the agencies’ information and services. Specifically, we addressed 1) available data about the  demographics of mobile users and the factors that might be associated  with the increased use of mobile devices; 2) what devices consumers use  to access government services and the challenges consumers face when  accessing these services via mobile devices; and 3) what actions the  federal government has taken to enhance access to government services  via mobile devices. Office of Management and Budget, Digital Government: Building A 21st Century Platform  to Better Serve the American People (May 23, 2012, Washington, D.C.).
Why GAO Did This Study

Today, millions of Americans use mobile devices like smartphones and tablet computers on a daily basis to communicate and obtain information. Further, due to recent technical advances in mobile technology, consumers can use these devices to carry out a broad range of activities that previously required a desktop or laptop computer—including shopping, banking, and accessing government services. Given these trends, providing government information and services “anytime, anywhere, and on any device,” has become increasingly important, particularly as some mobile users may not have any other means of online access.
GAO reviewed information on mobile users and how they access government information and services. This report describes (1) the demographics of mobile users and the factors that might be associated with the increased use of mobile devices, (2) the devices individuals are using to access government services and the challenges people face, and (3) the actions the federal government has taken to enhance access to government services via mobile devices. GAO reviewed pertinent federal legislation and guidance and conducted a review of literature; interviewed, analyzed and reviewed information from six randomly selected federal agencies; and interviewed officials from other federal agencies and consumer advocacy groups.

What GAO Found

According to Pew Research Center, in 2013, some demographic groups relied more on cellphones to access the Internet than others. Those who are young, earn more income, have a graduate degree, or are African American had the highest rate of mobile access. In contrast, according to Pew, those who used cellphones to access the Internet in 2013 at lower rates tended to be seniors, the less educated, or rural populations. Only 22 percent of seniors ages 65 and older accessed the Internet using cellphones, compared to 85 percent of young people. GAO also found that access to the Internet using cellphones has increased, primarily due to lower cost, convenience, and technical advances.
Although desktop and laptop computers are still the primary means of access, consumers are increasingly using mobile devices to access websites with government information and services. For example, the number of individual visitors using smartphones and tablets to access the Department of the Interior's information and services increased significantly from 57,428 visitors in 2011 to 1,206,959 in 2013. Even so, mobile Internet users reportedly face a range of challenges accessing government services online. For example, viewing any website that has not been “optimized” for mobile access—in other words, redesigned for smaller screens—can be challenging.
Federal agencies—which have more than 11,000 websites—have taken a range of actions to enhance access to information and services via mobile devices. The Office of Management and Budget, in response to the milestones laid out in its Digital Government Strategy , created the Digital Services Advisory Group, which—together with the General Services Administration‘s Office of Citizen Services and Innovative Technology—has provided federal agencies with guidance, resources, and tools to enhance access to government services via mobile devices. In addition, five of the six agencies GAO interviewed have taken steps to improve access to their websites via mobile devices. For example, in 2012, the Department of Transportation (DOT) redesigned its main website, www.do t.gov, to p rovide a platform for mobile access. Three of the other agencies GAO interviewed have also redesigned websites to better accommodate mobile devices and the other two agencies have plans to do so.

What GAO Recommends

GAO is not making recommendations in this report.