The Digital Government Authority announced the results of the Digital Experience Maturity Index, which was launched on June 8, 2022 and includes 12 government platforms. The Digital Experience Maturity Index for Government Services is based on three main perspectives: beneficiary satisfaction, user experience, and complaints-handling. A number of themes fall under these perspectives. The perspective of beneficiary satisfaction is concerned with measuring ease of use, quality of information and content, accessibility, and beneficiary support and response. The user experience perspective measures usability, availability, and shared services. The complaints-handling perspective measures response, complaints solutions, complaints channels, and service level agreements. The levels of the Digital Experience Maturity Index are categorized into five levels, from lowest to highest, respectively: Emergent, Developed, Competent, Advanced, and Exceptional.
 

The general index of the digital experience maturity of government services for 2022 reached (77.26%) in the Competent level. The results of the top five government platforms are (Absher) Platform which achieved the Advanced level with (85.59%), while Tawakkalna (82.76%), Ehsan (80.83%), Sehaty (80.41%) and Najiz (78.84%) Platforms achieved the Competent Level.
 

H.E. Eng. Ahmed bin Mohammad Al-Suwaiyan, the Governor of the Digital Government Authority, explained that the Digital Experience Maturity Index for Government Services aims to enhance digital experience and improve beneficiaries’ satisfaction and interaction in accordance with the strategic directions of the digital government and to achieve the goals of Saudi Arabia’s Vision 2030. Al-Suwaiyan  has praised the development of digital government platforms in Saudi Arabia and their role in improving the quality of life, facilitating doing business, enhancing competitiveness, and achieving government work efficiency, which contributed to the Saudi Arabia’s progress in international indicators.
 

It is noteworthy that the digital experience maturity index for government services aims to engage the beneficiaries in the evaluation process by receiving their comments and evaluation of their digital experience. The number of participants reached more than 18 thousand beneficiaries.
 

The Digital Government Authority is the competent authority and national reference for everything related to the digital government, including the issuance of measurements, indicators, tools and reports to measure the performance and capabilities of government agencies in the field of digital government, and the satisfaction of the beneficiary with provided digital services.

Click here to download the: Digital Experience Maturity Index for Government Services 2022

Take a look at other regulatory documents, policies, and guidelines and for the rest of the other documents through Digital Knowledge.