At a glance
Key signals pulled directly from the charts and narrative on this page.
How to read this page
Each chart has an attached “View data table” drill-down so you can see the exact values.
- DMI: composite maturity clustering and pillar radar.
- Infrastructure: hosting model + DR risk indicators.
- E-services: indicative completion bands for common service types.
- Records: digitisation bands + impact narrative.
- Policy: adoption rates by policy baseline.
The Big Picture: Transitional Maturity
The consolidated Digital Maturity Index (DMI) indicates that the public sector is largely in early-to-mid maturity. Most MDAs fall within the Basic and Emerging clusters, with a small group of Leaders and a meaningful minority that remain Digitally Inactive / Low.
Fig 1.1: Distribution of MDAs by Maturity Cluster
View data table (Fig 1.1)
| Cluster | % of MDAs |
|---|---|
| Digital Leaders (High Maturity) | 4 |
| Emerging / Growing | 20 |
| Basic Digital Entities | 61 |
| Digitally Inactive / Low | 15 |
Percentages reflect the report’s cluster distribution used to build the chart.
Average DMI: 2.1 / 5.0
The overall score reflects a public sector that has digitized many "front offices" but still relies heavily on manual, paper-based "back offices." The dominant constraint remains weak records maturity and limited interoperability.
- ✓ Leaders (~4%): Advanced practices with stronger governance, infrastructure and higher e-service completion.
- ! Emerging (~20%): Growing digital footprints, some automation and improving platforms.
- ⚠ Basic (~61%): Fragmented systems, limited integration, and low records maturity.
- • Digitally Inactive / Low (~15%): Minimal digitisation, limited online service availability.
DMI composition (pillar weights)
| Pillar | Weight |
|---|---|
| Technical Readiness Index (TRI) | 25% |
| E-Service Maturity Index (ESMI) | 35% |
| Records Maturity Index (RMI) | 25% |
| Governance & Capability Index (GCI) | 15% |
Pillar Analysis
Average pillar scores confirm that Records Management (RMI) is the critical anchor dragging down overall performance.
Infrastructure (TRI): 2.4
Connectivity is widely available, but many MDAs have limited, untested resilience and recovery.
E-Services (ESMI): 2.1
Many MDAs offer online entry points, but back-office processes remain fragmented and partly manual.
Records (RMI): 1.5
Records remain predominantly paper-based; digitisation is largely minimal or at pilot stage.
Governance (GCI): 2.2
Governance structures exist in many MDAs, but policy adoption and enforcement remain inconsistent.
View data table (Pillar scores)
| Pillar | Average score (0–5) |
|---|---|
| Infrastructure (TRI) | 2.4 |
| E-Services (ESMI) | 2.1 |
| Records (RMI) | 1.5 |
| Governance (GCI) | 2.2 |
Infrastructure: The Hidden Risk
Hosting and recovery environments expose government systems to operational risk. A significant share of mission-critical systems still run on-premise or hybrid, with limited tested Disaster Recovery.
System Hosting Model
View data table (Hosting model)
| Hosting model | % |
|---|---|
| On-Premise (Legacy) | 40 |
| Hybrid (Mixed) | 20 |
| Cloud (Modern) | 40 |
A majority of MDAs report no dedicated DR site or weak/untested arrangements.
A substantial portion of systems remain primarily on-premise, increasing downtime and cyber risk if not modernised.
What this implies (operationally)
The combination of high on-prem footprint and low DR coverage creates a systemic outage risk for high-dependency services.
- Primary risk: extended downtime when a single site fails (power, fire, cyber incident, hardware failure).
- Secondary risk: data integrity loss where backups exist but are untested or not recoverable at scale.
- Control focus: baseline DR standards + test cadence + shared capabilities (see Roadmap Phase 1).
E-Service Reality Check
Simple services achieve high online completion, while complex, high-volume services remain constrained by manual processing and paper dependencies.
Average end-to-end completion (assessed services): ~39%
View data table (Completion bands)
| Service type | % end-to-end completion |
|---|---|
| Document Authentication | 80 |
| Payments & Fees | 75 |
| Business Registration | 40 |
| ID & Records Services | 35 |
| Complex Licensing | 20 |
| Welfare & Social Protection | 10 |
These are indicative ranges used in the overview chart to reflect report narrative patterns.
Desktop review evidence
See Desktop Review for the full set of indicators and drill-down tables.
The Paper Anchor
Records maturity remains the primary bottleneck. Most MDAs report low levels of digitisation for core records, limiting automation, integration, and reliable end-to-end service completion.
Observed impacts:
- ⚠ Operational delays due to file retrieval and manual verification.
- ⚠ Privacy and security exposure: sensitive records stored in mixed physical/digital environments.
- ⚠ Reduced interoperability: paper-based sources cannot be reliably exchanged across systems.
Fig 5.1: Digitization levels across MDAs (bands)
View data table (Fig 5.1)
| Digitisation band | % of MDAs |
|---|---|
| 0–10% digitised | 90 |
| 11–40% digitised | 7 |
| >40% digitised | 3 |
Policy Adoption
Governance and policy baselines exist but are unevenly adopted across MDAs.
Cloud-specific policy evidence was limited during the assessment period.
View data table (Policy adoption)
| Policy baseline | % adoption |
|---|---|
| ICT Policy | 79 |
| Records Policy | 63 |
| Cybersecurity Policy | 42 |
| Data Protection Policy | 47 |
| BCP/DR Policy | 30 |
| Acceptable Use Policy | 50 |