Article
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
- Maturity measurements: From first-level information portals to fourth-level personalized services
- Desired characteristics: Human-centricity, accessibility, proactiveness, trustworthiness, empowerment
- Parameters and development stages for characteristics and focus areas
See Personal Government from a citizen’s point of view
How government and state service portals can impact citizens’ trust and government efficiency.
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.
