Digital Experience Maturity Index

tags

UX

Summary #

The Digital Experience Maturity Index (DXMI) is an annual assessment Framework that evaluates the maturity of government digital platforms and services based on measurable criteria. It aims to enhance the digital experience(any digital UX) for users by identifying areas for improvement, aligning with strategic goals like Saudi Vision 2030(Saudi Vision 2030), and showcasing high-performing platforms as models for success.

How DGA defines it and uses it? #

DGA ref Introductory Guideline Digital Experience Maturity Index.pdf

Is an annual index that aims to measure the maturity of digital government platforms and services according to a number of main perspectives and themes, and provide recommendations that contribute in raising its maturity, to align with national strategies and modern trends and meet growing needs of beneficiaries.

Objectives ATTACH #

1. Keeping pace with the National Digital Government Strategic Directions
2. Raise the maturity level of government digital platforms and services.
3. Enhance the digital experience of beneficiaries(users) and improve their satisfaction.
4. Establish DX maturity measurement practices based on international standards.
5. Accelerate digital transformation of government digital platforms and services.
6. Benefiting from platforms with high maturity levels to set exemplary national models.

Strategic Alignment of The Digital Experience #

Alignment with Saudi Vision 2030 ATTACH #

Alignment with the Digital Government Strategic Directions (DGA) ATTACH #

Criteria for Selecting the Platforms Targeted in the 2024 Cycle ATTACH #

Platforms Targeted in the 2024 Cycle ATTACH #

Methodology for Developing and Improving DXMI ATTACH #

Perspectives and Themes of the Index in its 2024 Cycle #

The Digital Experience Maturity Index for the year (2024) consists of (4) main perspectives, each of which falls under several themes, with a total of (20) themes. These themes include detailed criteria through which the maturity of the digital platform is evaluated. The table below summarizes the components of DXMI for the year (2024).

First Perspective: Beneficiary Satisfaction ATTACH #

Second Perspective: User Experience #

Third Perspective: Complaint Handling ATTACH #

DXP

Fourth Perspective: Technology and Tools ATTACH #