An index measures the digital maturity of government services in Arab nations, focusing on service development, usage, user satisfaction and outreach. Covering 100 life-cycle-based services for individuals and businesses, the report delivers annual data and recommendations to advance digital transformation.
The Government Electronic and Mobile Services (GEMS) Maturity Index aims to measure the maturity of government services delivered through web portals and mobile applications in Arab countries. It is a tool that enables decision makers and policymakers to monitor the progress of digital transformation programmes, with the aim to highlight certain dimensions not reflected in many international indicators, particularly service development, usage, user satisfaction and government efforts for public outreach. To this end, 100 government services have been identified for countries to deliver electronically to individuals and businesses. These services have been selected based on a life-cycle principle, ensuring they address the needs of individuals throughout various stages of their lives, and the needs of businesses from establishment to closure. The services are updated annually to reflect these evolving needs. This report presents the results of the GEMS maturity index for 2024 at both the regional and national levels. It also proposes recommendations that can be adopted to strengthen the digital transformation of government services nationally and ensure their availability through digital channels.