DIGIMAT – eGovernment Maturity Assessment

One objective of CITADEL is to support the Public Administrations (PA) to understand, transform and improve by proposing recommendations. The eGovernment Maturity Model is one of the outcomes that are being developed in the context of this project. The ICT Enabler that implements this model is DIGIMAT.

The main objective of DIGIMAT is to assess the Digital Maturity of a Public Administration (PA) in order to help them to improve their processes and policies to be ready for the digital era.

The scope of DIGIMAT is centered on the digital aspects of e-government and in e-services engineering and delivery. However, the maturity model will also record other aspects, such as the willingness of civil servants to co-create with citizens, recommendations on how to address the social factors of non-use of digital services, and additional aspects that facilitate a customer-centric service design mindset and approach in PAs. This model does not aim to benchmark public administrations among each other, but rather to compare them with an ideal situation in order to provide them with a gap analysis in the form of recommendations. This is actually the main difference with respect to existing models and assessments provided by institutions such as the European Commission, UN, and others.

The approach followed for its development is based on some basic premises, namely: (i) to be a tool for the PAs to assess their maturity level in digitalization with a comprehensive, multi-dimensional approach; (ii) to request information in a structured and clear way so that the respondents do not hesitate in giving the answers; and (iii) to base it, whenever possible, on official reports, benchmarks, best practices widely adopted in the industry, or legal regulations.

With the above premises, the maturity model has been defined. This model is structured in a questionnaire, that allows to analyse the answers in an automatic way, and then provide recommendations to improve the digital maturity of the PA.  The set of questions has been organised in four different dimensions, each of which, in turn, is divided in several areas:

  •  Technology. This dimension aims to assess how the organization is prepared for the digital stage. Aspects related to ICT Issues are analysed here. The questions in this dimension are structured in two main areas:
  • Data Processing: Identify which data is collected and analyse how it is processed and stored.
  • ICT Technologies: Study if the PA is using emerging technologies to implement and deliver its Public services.
  • Organization. This dimension aims to assess how the processes of the public administration are prepared for the digital stage. The traditional processes to carry out transactions with the PA should be adapted to the digital processes. This dimension are structured in two main areas:
  • Relationship with external agents.  Understand how the Public Administrations manage the relation with other departments/ PAs.
  • Interaction with citizens. Analyze how the PA facilitates to the citizens the involvement in the process of creation of public services, and how the civil servants/citizens are involved in the decisions taken.
  • People. This dimension aims to assess how PAs interacts with the different stakeholders. These questions are structured in two main areas:
  • Interaction with citizens. Understand how Citizens and PAs interact and which mechanism are used by the PA to facilitate this interaction.
  • Training to the people involved. Analyze if the PA provides proper training to all its stakeholders.
  • Legal. This dimension aims to cover aspects related to the compliance with the GDPR. The questions in this dimension are structured in the following areas:
  • Standards compliance. Study if the PA is prepared to adapt their systems to be compliant with the applicable standards.
  • GDPR awareness and training. Understand the degree of fulfillment of the GDPR. This area is structured in several sub-areas covering governance, record of activities, communication, data protection issues, etc.

Figure 1. Areas and dimensions for the Digital Maturity Assessment Model.

The result of the assessment will be a general level of maturity, the level in each dimension is calculated based on a weighted rating of the questions -questions have been assigned different values depending on the importance in the digital maturity of the PA-, and the answers.

Five levels have been defined in the model:

  1. Presence on the web. This means that the PA maintains a common place that provides information to the public.
  2. Interaction Citizens & PA is unidirectional. This means that the communication takes place, but only from the government to the citizens.
  3. Interaction Citizens & PA is bidirectional. This means that the PA system allows citizens to perform complete transactions.
  4. Integration of services. This means that the PA acts as a “One-stop shop”, allowing the interaction with different departments.
  5. Cross-border interaction. This means that the PA allows the interaction with other administrations from other countries.

Finally, based on the level achieved by the PA and the answers given to the questionnaire, a report will be issued, which provides an overview of the assessment along with a set of recommendations for improvement.