Summary
The Digital Government Authority (DGA) developed the Digital Experience Maturity Index (DGA, 2026) for Government Services to support the Kingdom’s digital transformation agenda and improve the quality of government digital services and platforms. The index aligns with Saudi Vision 2030 and the strategic directions of digital government by promoting service quality, beneficiary satisfaction, inclusivity, and institutional digital maturity.
This report presents the concept of digital experience, the objectives of the maturity index, the methodology for the assessment cycles, the prespectives and themes used for evaluation, the targeted digital platforms, maturity levels and implementation stages, and the alignment with international digital government indices.
Purpose and Scope
This report aims to provide an overview on a unified framework developed for assessing the maturity of government digital experiences according to international best practices. It also seeks to improve transparency and enable government entities to understand the evaluation prespectives and criteria used within the index. The document is intended for:
- government entities.
- digital transformation leaders.
- specialists responsible for digital platforms.
- and operational entities involved in digital government initiatives.
Concept of Digital Experience
Digital experience refers to the total interactions that beneficiaries have with digital government services across all digital touchpoints throughout the beneficiary journey, from the first interaction through to service completion and feedback analysis.
This report identifies several foundational components of digital experience:
| Component | Description |
| Beneficiary-centred design | Designing services according to beneficiary needs and preferences |
| Ease of use | Enabling users to locate information and complete tasks efficiently |
| Complaint handling | Listening to feedback and involving beneficiaries in continuous improvement |
| Data-driven enhancement | Analysing beneficiary inputs to improve products and services |
A mature digital experience is described as seamless, intuitive, personalised, and capable of generating positive beneficiary perception and satisfaction.
Objectives of the Digital Experience Maturity Index
The index seeks to enhance the maturity and effectiveness of government digital services through measurable standards and evaluation mechanisms.
Main objectives of the Index
- Accelerating digital transformation in government platforms and services.
- Improving beneficiary satisfaction and user experience.
- Supporting digital inclusivity and equitable access.
- Aligning government services with international standards and practices.
- Promoting the adoption of advanced digital technologies.
This report emphasises that the index also highlights high-performing government platforms as national success stories that can be replicated across the public sector.
Digital Inclusivity as a Strategic Pillar
Digital inclusivity is identified as a core principle in the design, development, and operation of digital government services. The framework stresses equitable access for all segments of society, including persons with disabilities and older adults.
This report defines digital inclusivity as:
- enabling equal and safe access to services,
- supporting independence for users with disabilities,
- ensuring compatibility across devices and platforms,
- and reinforcing social equity and participation.
The Digital Government Authority adopts digital inclusivity as a sub-index within the broader maturity framework, aligned with international indicators such as:
- OSI,
- EPI,
- GEMS,
- and DARE.
Strategic Alignment with Saudi Vision 2030
The index is aligned with the objectives of Saudi Vision 2030 and the strategic directions of digital government.
Alignment areas include:
| Strategic direction | Intended outcome |
| Effective government | Improving government performance and responsiveness |
| Citizen engagement | Enhancing interaction with citizens |
| Digital government development | Accelerating digital transformation |
| Service quality improvement | Raising the quality of government services |
This report further links the framework to:
- beneficiary satisfaction,
- business enablement,
- effective government,
- regulatory ecosystems,
- and accelerated transformation.
Methodology of Digital Experience Maturity Index
The 2026 methodology was developed through structured research, benchmarking, and alignment with international indicators and best practices.
Key Methodology Characteristics
- 4 principal prespectives
- 20 evaluation themes
- assessment of 55 digital platforms
- inclusion of a digital inclusivity sub-index
The methodology aims to:
- improve government digital services,
- increase beneficiary satisfaction,
- support accessibility and equality,
- and encourage innovation and digital adoption.
Criteria for Selecting Target Platforms
The DGA selected targeted platforms according to several strategic criteria.
Selection criteria
- Importance of the platform within its sector
- Volume of services and operations
- Number and diversity of beneficiaries
- Impact on international indicators
- Relationship to major life journeys
- Interaction volume on social media
- Sector diversity served by the platform
The index evaluates 55 government digital platforms during the 2026 cycle.
Prespectives and Themes of the DXMI
The framework is built around four major prespectives containing twenty evaluation themes.
| Prespectives | Main themes |
| Beneficiary satisfaction: Measured primarily using the CSAT methodology. | Information and content quality.Ease of use.Beneficiary support and complaint response.Beneficiary participation.Overall satisfaction and expectations. |
| User experience: Assessed through expert evaluation and field visits. | UsabilityAccessibility and compatibilityAccessibility for persons with disabilities and older adults.Data integrationPersonalisation and preferences. |
| Complaints handling: Focuses on the effectiveness of complaint management systems. | Complaint channelsComplaint responseService level agreementsProblem resolutionContinuous improvement |
| Technologies and tools: Evaluates the technological infrastructure supporting digital experience. | Strategy and principlesData collection and integrationData analysis and visualisationDigital journey designDigital experience systems |
Digital Experience Maturity Levels
The framework categorises digital platforms into five maturity levels based on evaluation outcomes.
| Level | Description |
| Emergent | Basic digital capabilities requiring substantial development |
| Developed | Partial implementation with opportunities for improvement |
| Competent | Strong implementation requiring further enhancement |
| Advanced | Comprehensive and mature implementation |
| Exceptional | National benchmark and exemplary digital model |
Implementation Stages of the Index Cycle
The 2026 assessment cycle includes five implementation phases.
- Introductory workshops with participating entities.
- Launch of beneficiary satisfaction surveys.
- Platform evaluation and evidence collection.
- Analysis of evaluation results and preparation of maturity reports.
- Publication of results and sharing recommendations with platform owners.
Alignment with International Indicators
An alignment has been conducted between the Digital Experience Maturity Index and major international digital government benchmarks.
Referenced international indicators
| Indicator | Organisation |
| E-Government Development Index (EGDI) | United Nations |
| GovTech Maturity Index (GTMI) | World Bank |
| Government Electronic and Mobile Services Maturity Index (GEMS) | UN ESCWA |
| E-Participation Index (EPI) | United Nations |
The framework supports Saudi Arabia’s efforts to improve global rankings in digital government maturity and service delivery.
Key Terminology
This report defines several core concepts central to the framework. Below are few selected definitions.
| Term | Definition |
| Digital transformation | Strategic transformation of business models using digital technologies and data. |
| Digital government | Enabling government operations and services through digital technologies. |
| Digital platform | Technology solutions delivering integrated digital services. |
| Digital service | Digitally enabled government procedures delivered through digital channels. |
| Digital inclusivity | Ensuring equal digital access for all groups. |
| User experience | Designing services centred on user needs and usability. |
| DXP | Digital Experience Platform. |
Closing
The Digital Experience Maturity Index for Government Services establishes a comprehensive national framework for evaluating and enhancing the quality of digital government services in Saudi Arabia. By integrating beneficiary satisfaction, user experience, accessibility, complaints handling, and technological maturity into a unified methodology, the framework supports both national digital transformation goals and international competitiveness.
This report reflects a strategic shift from measuring digital presence alone toward evaluating the holistic quality, inclusivity, and effectiveness of digital government experiences.
References
- Digital Government Authority (2026) Introductory guide to the Digital Experience Maturity Index for Government Services 2026. Riyadh.