DGA: Digital Experience Maturity Index 2024 Rises to 85.04%

The Digital Government Authority (DGA) has announced that Saudi Arabia’s Digital Experience Maturity Index 2024 achieved an advanced score of 85.04%, marking a 4.36% increase from the previous cycle. The evaluation, released via the Saudi Press Agency (SPA), covered 39 digital platforms and drew on feedback from over 175,000 beneficiaries, underscoring the Kingdom’s rapid progress in digital transformation and its commitment to delivering world-class government services.

Context and Background

The Digital Experience Maturity Index is a comprehensive assessment tool designed by the DGA to measure the quality and effectiveness of digital government platforms. It evaluates platforms from four main perspectives: user satisfaction, user experience, complaint-handling mechanisms, and the digital technologies and tools enabling these platforms. These perspectives are broken down into 20 themes, ensuring a holistic view of digital service delivery.

Aligned with international indicators and best practices, the index aims to boost beneficiary satisfaction and enhance the digital experience across government entities. It forms part of the Kingdom’s broader strategic direction to improve its ranking in global digital competitiveness and accelerate digital transformation in line with Vision 2030.

Key Details

According to the DGA’s press release, the 2024 index evaluated 39 digital platforms, up from 24 in 2023, reflecting an expanded scope and deeper assessment of government services. Over 175,000 participants contributed their feedback, surpassing the 134,000 participants in the previous cycle.

Ahmed Alsuwaiyan, Governor of the Digital Government Authority, emphasized that the continuous improvement in the index results highlights the significant efforts made by Saudi agencies in developing their digital platforms and services. He noted that these efforts contribute to improving the quality of life, facilitating business practices, enhancing competitiveness, and achieving efficiency in government operations.

The top ten platforms all attained an advanced level, with Tawakkalna leading at 91.29%, followed by the General Organization for Social Insurance at 91.18%, the Zakat, Tax and Customs Authority at 90.42%, Absher at 90.39%, Ehsan at 90.27%, Etimad at 90.21%, Musaned at 87.28%, Qiwa at 87.18%, Visit Saudi at 86.21%, and Najiz at 86.09%.

Implications and Impact

The improved Digital Experience Maturity Index score carries significant implications for both domestic and international stakeholders. For citizens and residents, it means more user-friendly, efficient, and reliable digital services that simplify interactions with government entities. For businesses, it signals a more conducive environment for investment and operations, thanks to streamlined processes and enhanced digital infrastructure.

Internationally, the progress reinforces Saudi Arabia’s position as a leader in digital government transformation, aligning with global benchmarks and best practices. It also supports the Kingdom’s efforts to attract foreign investment and talent by demonstrating its commitment to innovation and service excellence.

Vision 2030 Alignment

This achievement is a clear manifestation of Vision 2030’s objectives to enhance government efficiency, improve quality of life, and accelerate digital transformation. By continually raising the bar for digital experience maturity, Saudi Arabia is not only improving the delivery of public services but also strengthening its global competitiveness and paving the way for a digital-first future. The DGA’s efforts, recognized by the leadership, are instrumental in realizing the Kingdom’s ambitious vision and ensuring that digital government platforms remain at the forefront of innovation and user satisfaction.

20 Questions

Q1. What is the Digital Experience Maturity Index?

A1. The Digital Experience Maturity Index is an annual assessment by the Digital Government Authority that evaluates the quality and effectiveness of Saudi government digital platforms based on user satisfaction, user experience, complaint handling, and enabling technologies.

Q2. What score did the index achieve in 2024?

A2. The index achieved an advanced score of 85.04% in 2024, which is a 4.36% increase compared to the previous cycle, reflecting continuous improvement in digital government services.

Q3. How many digital platforms were evaluated in 2024?

A3. The evaluation covered 39 digital platforms in 2024, up from 24 platforms in the previous year, indicating a broader scope and deeper assessment of government services.

Q4. How many beneficiaries participated in the evaluation?

A4. Over 175,000 beneficiaries participated in the evaluation for the 2024 cycle, surpassing the 134,000 participants in the previous cycle and ensuring a robust representation of user feedback.

Q5. What are the four main perspectives of the evaluation?

A5. The evaluation is based on four main perspectives: measuring user satisfaction, evaluating user experience, assessing platforms’ mechanisms for handling complaints, and evaluating the digital technologies and tools enabling these platforms.

Q6. Who is the Governor of the Digital Government Authority?

A6. Ahmed Alsuwaiyan is the Governor of the Digital Government Authority. He emphasized that the index aims to boost beneficiary satisfaction and enhance their digital experience in line with international indicators and best practices.

Q7. What is the purpose of the Digital Experience Maturity Index?

A7. The index aims to boost beneficiary satisfaction and enhance their digital experience in line with international indicators and best practices, and to improve Saudi Arabia’s ranking in international indicators and accelerate digital transformation.

Q8. Which platform scored the highest in 2024?

A8. Tawakkalna scored the highest at 91.29%, followed closely by the General Organization for Social Insurance at 91.18% and the Zakat, Tax and Customs Authority at 90.42%.

Q9. What is Tawakkalna’s score?

A9. Tawakkalna achieved a score of 91.29%, making it the top-performing digital platform in the 2024 Digital Experience Maturity Index, demonstrating exceptional user satisfaction and service quality.

Q10. How many themes are used in the evaluation?

A10. The evaluation is conducted based on 20 themes derived from the four main perspectives, ensuring a comprehensive and detailed assessment of each digital platform’s performance.

Q11. What was the index increase compared to the previous cycle?

A11. The index increased by 4.36% compared to the previous cycle, indicating steady progress in digital government services and a commitment to continuous improvement.

Q12. Which entity announced the results?

A12. The Digital Government Authority (DGA) announced the results of the Digital Experience Maturity Index 2024 in a press release issued on August 14, 2024, and reported by the Saudi Press Agency.

Q13. What are the top five platforms and their scores?

A13. The top five platforms are Tawakkalna (91.29%), General Organization for Social Insurance (91.18%), Zakat, Tax and Customs Authority (90.42%), Absher (90.39%), and Ehsan (90.27%).

Q14. How does the index contribute to Vision 2030?

A14. The index supports Vision 2030 by improving the quality of life, facilitating business practices, enhancing competitiveness, and achieving efficiency in government operations, aligning with the goal of a digital-first future.

Q15. What is the significance of the increased number of platforms evaluated?

A15. The increase from 24 to 39 platforms signifies a broader assessment and a more comprehensive evaluation of digital government services, reflecting the growing digital ecosystem in Saudi Arabia.

Q16. How does the index measure user satisfaction?

A16. User satisfaction is measured through the participation of over 175,000 beneficiaries who provide feedback on their experiences with the digital platforms, ensuring that the evaluation reflects real user perspectives.

Q17. What role does the DGA play in digital transformation?

A17. The DGA oversees the digital government strategy, measures platform performance, and drives continuous improvement to enhance user experience and align with international best practices, supporting Saudi Arabia’s digital transformation.

Q18. Which platforms are in the top ten?

A18. The top ten platforms are Tawakkalna, General Organization for Social Insurance, Zakat Tax and Customs Authority, Absher, Ehsan, Etimad, Musaned, Qiwa, Visit Saudi, and Najiz, all attaining an advanced level.

Q19. What is the source of the announcement?

A19. The announcement was made via a press release from the Digital Government Authority, reported by the Saudi Press Agency (SPA) on August 15, 2024, ensuring official and reliable information.

Q20. What does the 2024 index result indicate for the future?

A20. The 2024 index result indicates that Saudi Arabia is on a strong trajectory of digital excellence, with continuous improvements expected as agencies innovate and enhance their digital platforms in line with Vision 2030.

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