Maturity Matrix for government portals
Our maturity model for digital public service portals is based on insights from Estonia’s state portal, eesti.ee, plus other digital gateways and state service platforms. It distinguishes between portals that are information-centric and those that offer end-to-end service to users. It allows for a comparison of approaches in terms of service value and user outcomes.
In brief
The maturity model explains what personalized government means in practice. It helps evaluate the maturity level of state information portals and offers benchmarks for those moving toward digitally advanced government. The ultimate goal: a personalized approach for states to deliver public services to their citizens.
Matrix elements
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Maturity measurements: From first-level information portals to fourth-level personalized services
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Desired characteristics: Human-centricity, accessibility, proactiveness, trustworthiness, empowerment
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Parameters and development stages for characteristics and focus areas
How to get to personalized, end-to-end digital services
A critical differentiator in maturity levels is how a society establishes trust in its digital services. A high level of cooperation between authorities and citizens is a core enabler of data-based governance. But the right strategy makes it possible for a government to leapfrog from a first-generation information portal to a fourth-generation personalized public services.
Key considerations for personalized-approach strategies
Complete realization of Personal Government goals requires both adoption ofemerging technology and reorganization of a government’s work methods as they pertain to service provision and inter-institutional cooperation.
These are the essential capabilities for meeting goals:
- Ability to create trust in personalized services by providing data ownership, control, and transparency to the citizen.
- Citizens must be presented with opportunities and obligations, not services and authorities. Through platform services, a government opens the market for offering value-added public services.
- Wide application of AI to provide human-centric and efficient public services.
- Continuous renewal of services to ensure efficiency, effectiveness, and public approval.
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