As more government services move online, agencies face a common question: Should we build a mobile app, or is a website enough?

The answer depends on how residents use the service. Some services are best suited for an app, while others work better via a website. Making the right choice ensures residents can get what they need quickly and easily — without unnecessary frustration.

Let’s explore when an app makes sense and when a website is the better option.

Would customers prefer a mobile app or website for government services?  

Not all residents interact with government services the same way. Some return often, while others just need to complete a quick task. 

There are two main types of digital government customers

Understanding two key groups of users helps determine the best digital experience.

Frequent users and long-term visitors

Frequent customers are completing tasks such as checking toll balances or managing transit passes. These users return regularly and benefit from saved preferences, quick logins, and notifications.

One-time or occasional users 

These users want to complete a task quickly and move on. They don’t need an ongoing relationship with the service. They could be paying a parking ticket, applying for a one-time permit, or reporting a pothole or other local issue — tasks that don’t really require regular log-ins. 

When a mobile app is the right choice

Apps are helpful when residents need to interact often and benefit from stored preferences or real-time updates.

Government services that are good candidates for an app

A mobile app makes sense when:

• Residents use the service frequently
• Convenience is improved with saved login details and personal settings
• Push notifications help remind users of important deadlines
• Features like GPS, mobile payments, fingerprint login, or camera scanning improve the experience

These use cases are well-suited for an app: 

• DMV services: renewals, appointment scheduling, and ID access
• Outdoor and recreation: digital park passes, hunting and fishing licenses with offline access
• Tolling and transit: checking balances, tracking buses, or planning trips

When a website is the better choice

For services that people use only once or infrequently, a website is the better choice. A well-designed, mobile-friendly website eliminates unnecessary downloads and account creation.

Best suited for a website

A website works best when:

• The service is used infrequently
• Users don’t need to save login details or preferences
• A simple, mobile-friendly experience gets the job done
• No downloads are required

These use cases function better with a website:

• Paying a utility bill: quick, simple, and doesn’t require an account
• Filing a public records request: a one-time action with no need for saved preferences
• Applying for a local permit: temporary use, with no need to return frequently
• FAQ and other help pages: makes information searchable online
  

How to decide between a website and a mobile app for digital government services 

When deciding between an app and a website, government agencies should ask:

• How often will residents use the service? If frequently, an app could help. If rarely, a website is better.
• Do users need saved settings or quick logins? Apps make repeat visits easier.
• Is the service best delivered through a phone’s features? If not, a website may be all you need.
• What’s the cost? Apps require ongoing maintenance, while websites are easier to update.

A simple rule: If residents interact with a service often and benefit from a personalized experience, build an app. If they just need to complete a task quickly and move on, stick with a website.

Picking the right tool for the job

The goal of digital government services is convenience, not complexity!

• Not every service needs an app, and not every service works well on a website.
• A poorly chosen solution can create unnecessary friction for residents.
• By choosing the right tool for each service, governments can make online interactions fast, easy, and effective.

Take a fresh look at your services. Are you making it as easy as possible for residents to get things done? If not, it may be time to rethink your approach.