Mobile's just the pretty face on a complete rethink about how information & services are delivered to citizens, employees, and partners. Everything -- everything -- is affected by these tiny apps because they are in your pocket. Mobile is not just about apps & devices; it's about new systems of engagement. As new companies like Pandora, Twitter, and TripIt have learned, mobile needs cloud or cloud-connect for delivery; open Web for development; a layered approach to security, a task-oriented facelift for middleware; massive scale out for message volume, new experience design skills, and the list goes on. What's the playbook for the mobile strategy?