Government Electronic and Mobile Services (GEMS-2023) Maturity Index

ESCWA Publication: E/ESCWA/CL4.SIT/2023/3

Country: People’s Democratic Republic of Algeria, Kingdom of Bahrain, Republic of Iraq, Hashemite Kingdom of Jordan, State of Kuwait, State of Libya, Islamic Republic of Mauritania, Kingdom of Morocco, Sultanate of Oman, State of Palestine, State of Qatar, Kingdom of Saudi Arabia, Federal Republic of Somalia, Syrian Arab Republic, Republic of Tunisia, United Arab Emirates, Republic of Yemen

Publication Type: Reports & studies

Cluster: Statistics, Information Society and Technology

Focus Area: Statistics, Technology & innovation

Initiatives: Arab Digital Inclusion Platform, Government electronic & mobile services

SDGs: Goal 6: Clean Water and Sanitation, Goal 8: Decent Work and Economic Growth, Goal 9: Industry, Innovation and Infrastructure, Goal 16: Peace, Justice and Strong Institutions, Goal 17: Partnerships for the Goals

Keywords: Development, Digital technology, E-government, Innovations, Mobile telecommunication services, Open government, Algeria, Bahrain, Iraq, Jordan, Kuwait, Libya, Mauritania, Morocco, Oman, Qatar, Saudi arabia, Somalia, State of palestine, Syrian arab republic, Tunisia, United arab emirates, Yemen

Government Electronic and Mobile Services (GEMS-2023) Maturity Index

February 2024

The present report includes evaluation results of the Government Electronic and Mobile Services (GEMS-2023) Maturity Index, with recommendations to enhance the digital transformation of government services and make them available through digital channels at the national level.

The GEMS Index aims to provide a tool to help policymakers in the Arab region measure the maturity of government services provided through portals and mobile applications. The index is based on three key pillars, namely the availability and sophistication of government services, service usage and user satisfaction, and efforts to inform and support individuals when using these services.

The evaluation covers 84 government services provided to individuals and companies. A life-cycle principle has been used in the selection of these services, identifying the basic ones that individuals need throughout the stages of their lives and other services that companies need from their establishment to their closure.

To keep pace with the rapid development of digital technologies used in the provision of government services, evaluation forms and the service evaluation framework for 2023 have been developed. This year's evaluation covered more than 350 government institutions in the Arab region and more than 830 digital services provided by these institutions.

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