One of the essential cogs in the government machinery, irrespective of nation and era, has been communication with its citizens. Governments need to communicate with citizens in times of peace as well as unrest, and the faster and wider the communication medium is, the smoother this machinery can function. Even a decade or two ago, the medium of choice was the television or even radio, but both came with their own share of drawbacks, with the most crucial one being that they were both one-way transmissions. Thus, even when the government was able to reach out to the people, there was no way for the people, especially individual citizens, to talk to the government via the same media. The arrival of the mobile phone, and more specifically multimedia-rich smartphones, has been an absolute game changer in this regard.

Edenhouse, a leading SAP consultancy, looks at why so many public sector IT projects fail