Digital Experience Maturity Index for Government Services
As part of its mandate, the Digital Government Authority (DGA) is accelerating digital transformation, enhancing the quality of services delivered to beneficiaries through government platforms, and elevating the overall digital experience in line with the strategic directions of digital government, while supporting the ambitious objectives of Saudi Vision 2030 by developing the Digital Experience Maturity Index for Government Services. This development is based on Article (4) of its Statute, which stipulates the Authority’s mandates and responsibilities, including: 5...Issuing measurements, indicators, tools, and reports to assess the performance of government agencies and their capabilities in the field of digital government, and the satisfaction of beneficiaries regarding it." The
Authority launched the first version of the Index in 2022. The Index annually measures the maturity level of the most prominent government digital platforms and services, based on a set of perspectives and dimensions that address various aspects of the digital experience, in accordance with international best practices and the latest trends in this field.
Digital Experience Objectives
The index contributed to supporting digital transformation processes to achieve a proactive, proactive digital government capable of providing highly efficient digital services. It essentially aims to achieve the following
Keeping pace with the National Digital Government Strategic Directions
Enhancing the digital experience of beneficiaries and improving their satisfaction
Benefiting from platforms with high maturity levels to set exemplary national models
Accelerating the pace of digital transformation of government digital platforms and services
Raising the maturity of government digital platforms and services
Establishing DX maturity measurement practices based on international standards
Digital Experience Impact
The index is considered one of the most important digital indicators issued by the Digital Government Authority, due to its significant impact on a large number of target groups (individuals and government agencies). Since the beginning of its development, it has been noted the extent to which its positive impact is reflected in the development of digital government platforms and services, which contributes essentially to increasing the satisfaction rate of beneficiaries with them. Its impact even extended to improving the rate of progress of the Kingdom of Saudi Arabia in international indicators related to digital government.
Increasing overall satisfaction with government digital services
Enhancing quality of life by delivering effective and innovative digital services
Strengthening competitiveness and improving integration within digital government
Advancing Saudi Arabia’s ranking in leading international indices
Improving the performance of government agencies in service delivery and decision-making
Digital Experience Stages 2026
Digital Experience Timetable 2026
- Introductory Workshops
- Detailed Workshops
- Index Launching
- Beneficiary Satisfaction Survey
- Enabling government entities to access the system for completing forms or surveys.
- Responding to inquiries from government entities.
- Collecting and analyzing the results.
- Preparing the final reports.
- Announcing the results.
- Sending reports to the relevant entities.
