ICTA Digital Readiness Assessment

Digital Maturity Index (DMI)

The consolidated DMI is computed from four pillars: TRI (25%), ESMI (35%), RMI (25%), and GCI (15%). The average DMI across assessed MDAs is 2.1 / 5.0.

80

MDAs Assessed

Coverage includes a broad cross-section of public institutions.

2.1

Average DMI

Early-to-mid maturity: patchy progress with clear constraints.

1.5

Lowest Pillar (RMI)

Records remains the biggest drag on end-to-end digital delivery.

How DMI is used

Benchmark

Compare readiness across MDAs and identify outliers.

Prioritise

Target interventions where constraints block service outcomes.

Track

Measure improvement per pillar over time, not just projects delivered.

DMI Levels (1–5)

Distribution of MDAs by DMI level (approx. counts based on reported percentages).

Counts (approx.) 0–5 scale

Level guide

Level 1: Mostly manual operations; limited automation or online services.
Level 2: Some digitisation; isolated systems; low integration.
Level 3: Operational digitisation with partial integration and measurable service uptake.
Level 4: Integrated platforms; consistent governance; service performance managed.
Level 5: Optimised, data-driven delivery; continuous improvement; strong citizen experience.

What the distribution implies

Most MDAs cluster in Levels 1–3, indicating “foundation-first” needs before advanced transformation.
Moving from Level 2 → 3 typically requires integration, process redesign, and better records management.
Level 4 capability is rare and should be used as a reference model for standards and patterns.

Cluster Distribution

Maturity clusters summarise patterns of readiness and capability across MDAs.

Leaders Emerging Basic Inactive/Low

Leaders (4%) — strong governance, infrastructure maturity, and higher completion services.

Emerging (20%) — improving digital footprints, partial automation and visible e-service uptake.

Basic (61%) — fragmented systems; low integration; paper-heavy back offices.

Digitally Inactive / Low (15%) — minimal digitisation and limited online service availability.

How to use clusters

Leaders: reference architectures, mentoring, shared services patterns.
Emerging: accelerate integration, identity/payment patterns, and service redesign.
Basic: focus on core foundations (connectivity, records, governance cadence).
Inactive/Low: minimal viable digitisation and quick wins to establish momentum.

Average Pillar Scores

Pillar averages used in the consolidated DMI.

Infrastructure (TRI)

Connectivity and platforms are progressing, but consistency varies.

E-Services (ESMI)

Online availability exists, but end-to-end completion remains uneven.

Records (RMI)

The biggest bottleneck: workflow and evidence still paper-heavy.

Pillar weights

Pillar	Weight
TRI	25%
ESMI	35%
RMI	25%
GCI	15%

Recommended Actions

Shift the median MDA from Level 2 → 3 by fixing the “blocking” foundations: records, integration, and delivery governance.

1) Fix records bottlenecks

Digitise workflows and retention schedules so services can be completed end-to-end without paper fallbacks.

Standard file plans + metadata
Digitised approvals
Retention & disposal rules

2) Standardise integration patterns

Reduce fragmentation using shared standards for identity, payments, notifications, and data exchange.

API gateway + catalogue
Common auth/SSO
Data sharing agreements

3) Run delivery governance

Establish a delivery cadence (steering, KPIs, roadmap) so investments are repeatable and measurable.

Roadmap + funded pipeline
Service performance KPIs
Security & compliance checks

Fast win: “Level 2 → 3” playbook

Service selection

Pick 3–5 high-volume services
Map end-to-end journey
Remove paper fallback steps

Core enablers

Records workflow + retention
Payments/ID/notifications
Integration via APIs

Operate & measure

Uptime & completion rates
Transaction turnaround time
User satisfaction feedback loop

Note: Counts and percentages reflect reported ranges and synthesis; treat as directional indicators for planning and prioritisation.