E-Service Maturity (ESMI)
ESMI assesses end-to-end completion, usability, accessibility, and back-office enablement. The assessment mapped 102 services (99 unique names), and conducted end-to-end assessment for 58 MDAs.
How to read the ESMI results
End-to-End Completion by Service Category
Completion is highest for simpler digital processes, and lowest where paper records and manual verification dominate.
Completion drill-down table
| Service category | E2E completion | Signal |
|---|---|---|
| Document Authentication | 80% | Strong |
| Payments & Fees | 75% | Strong |
| Business Registration | 40% | Mixed |
| ID & Records Services | 35% | Constraint |
| Complex Licensing | 20% | Constraint |
| Welfare & Social Protection | 10% | Constraint |
Table values mirror the chart for quick cross-checking and report traceability.
- Manual records lookup / paper dependencies
- Offline approvals and signatures
- Missing interoperability between registries
- Fragmented portals and inconsistent forms
What to prioritise (first 90 days)
- Pick the top ~10 high-volume services and remove one major manual step per service.
- Standardise payments, notifications and tracking statuses across portals.
- Introduce evidence capture for each “handoff” (who approved, when, and why).
Website & Service Presence Indicators
Desktop review indicators that reflect discoverability, transparency, and service delivery readiness.
Indicators drill-down table
| Indicator | % of websites | Why it matters |
|---|---|---|
| Service / App Resources | 76.9% | Findability and conversion to service journeys |
| Feedback Mechanisms | 82.5% | Continuous improvement loop and accountability |
| Forms Present | 76.9% | Signals service intent (but may still be manual) |
| Leadership Info | 76.9% | Trust and contactability |
| Financial Reports | 16.1% | Governance and transparency |
Full desktop review dataset is summarized on the Desktop Review page.
Common Blockers to Completion
These blockers explain why services often stop at “online form” instead of true end-to-end digital.
Paper & Manual Back Offices
Low records digitisation and manual verification processes break end-to-end completion.
- Paper files and “bring documents” requirements
- Offline approvals and physical signatures
Limited Interoperability
Lack of APIs and shared registries forces citizens and businesses to re-submit information.
- No “verify once” pattern across MDAs
- Manual cross-checks between systems
Fragmented Platforms
Multiple disconnected portals and forms create inconsistent user journeys.
- Different login methods and UI patterns
- Inconsistent status tracking and receipts
Governance & Funding Variability
Uneven budgets, skills, and policy enforcement slow service modernization.
- Non-standard procurement and vendor lock-in risk
- Limited product ownership and service analytics
Recommended Actions
A practical set of cross-cutting improvements that raise completion and citizen experience without redesigning everything at once.
Introduce common patterns: login, payments, notifications, receipts, and tracking.
- Consistent status tracking
- Digital receipts and acknowledgements
- Clear eligibility and requirements
Reduce paper dependence and make approvals auditable and traceable.
- Digitise the “minimum viable record”
- Workflow + approval logs
- Queue visibility and SLAs
Reduce re-submission by verifying data through registries and APIs.
- API gateway / shared registry patterns
- Data sharing agreements
- Consent and audit trails
Implementation checklist
- Define “done” for end-to-end completion
- Remove 1 manual step per iteration
- Instrument analytics (drop-offs, time-to-complete)
- Reusable login / payments / notifications modules
- Common UI templates and accessibility checks
- Monitoring, incident response and SLAs