Mobile Engagement: How the Public Workforce System can Stay Connected with Customers

Abstract

Remote service delivery has taken many forms and is made accessible via different technological methods, such as online via computers and tablets or mobile via cell phones, particularly smartphones. Information, resources, and services delivered via mobile devices have steadily increased during the pandemic, as research shows that�97% of Americans own some sort of mobile device. From this research, it can be seen that connecting with customers through mobile devices, otherwise known as mobile engagement, could be a reliable and accessible way for service providers to deliver their services as well as for customers to connect with the vital information, resources, and services they may need.