Interpretation of DMA scores for SMEs and PSOs | European Digital Innovation Hubs Network

SME

General Score Analysis

Basic 0-25%

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Your average score shows that your organisation is at the beginning of its digital transformation process and could certainly reap significant benefits even from limited investments in digital technologies and skills to improve operations and products. Your investments in digital technologies are still limited and cover mostly administrative tasks while your organisation could take steps (in terms of plans and resources) to accommodate more advanced solutions. You are using some mainstream technologies for your everyday operations but you could benefit more by the opportunities offered by more recent internet based technologies (i.e. e-commerce, B2B, B2C etc.) and others more advanced ones (i.e. AI). You could also invest more in training of personnel, in hiring IT specialised professionals and in actively engaging and preparing your staff in the adoption of new digital solutions that may change the way tasks are currently done. You would be able to derive many benefits by adopting and implementing a holistic data strategy, including data security. This would provide you with increased data analytics capacities and support your decision-making processes. You could also adopt ICT technologies that could help your organisation become more sustainable in its operations (decrease your environmental footprint) while you could prioritize the selection of environmentally friendly digital products (IT equipment).

In your case, there is a huge untapped potential and experimenting and adopting more digital technologies could give an immediate boost to your company’s productivity and outlook.

This score is calculated as an average from the scores that you obtained over the six dimensions of your submitted DMA questionnaire: i) Digital Business Strategy ii) Digital Readiness iii) Human-centric digitalisation iv) Data Management v) Automation and Intelligence and vi) Green Digitalisation. We encourage you to read carefully the scores interpretation of each of the six dimensions with relevant comments and suggestions regarding your current status in each one of those and the unexplored potential that you could address with the help of an EDIH.

Average 26-50%

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Your average score shows that your organisation has already achieved an average level of digital maturity, however there is still scope for improvement. You could derive significant benefits from additional investments in digital technologies and skills to improve operations and products. Your current investments in digital technologies cover a range of your core business operations while you could increase your level of preparedness (in terms of plans and resources) in order to accommodate more advanced solutions. You are using a number of mainstream technologies for your operations while you could benefit more by the adoption of more advanced technologies (i.e. Information Management Systems, ERP, e-commerce, B2B, B2C, B2G, social networks etc.) and others more disruptive ones (i.e. AI). Your personnel has an average level of digital skills, however in order to advance in your digital transformation you would need well planned and executed training of personnel, and IT specialised professionals to support you. Management and staff should receive the necessary encouragement to fully engage and support the adoption of new digital solutions without fear of the changes that this would bring. You may already have a lot of business information in digital form but you would benefit a lot by a comprehensive data strategy, including data security. This would provide you with increased data analytics capacities and support high-level decision-making. ICT technologies could also be adopted to help your organisation become more sustainable in its operations (decrease your environmental footprint) while you could prioritize the selection of environmentally friendly digital products (IT equipment).

Improving the digital maturity of your firm could increase your competitiveness and would bring you closer to more digital mature competitors in your market of interest. It would also provide you with a competitive advantage over less digitally developed competitors.

Moderately advanced 50-75%

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Your average score shows that your organisation is already at a moderately advanced stage of its digital transformation process. This means that you are already reaping benefits for your organisation from the use of digital technologies both mainstream and, to a lesser extent, some advanced. Even though you are already on the path towards digital transformation, you could further improve competitiveness, resilience, and sustainability through more targeted investments in digital technologies and skills. Your current investments in digital technologies cover a wide range of your business operations but there is still space to increase your level of preparedness (in terms of plans and resources) in order to accommodate more sophisticated solutions. You are currently using most of the available mainstream technologies for your operations but there is still a lot of untapped potential by the adoption of more advanced technologies including more disruptive ones (i.e. AI). Your personnel has an increased level of digital skills, however in order to advance in your digital transformation you need a well planned and executed training programme of personnel, and IT specialised professionals to support you. All levels of management and staff should receive the necessary encouragement to fully engage and support the adoption of more advanced digital solutions without fear of the changes that this would bring. Your data management capacities and data security are advanced but you could further benefit from digital technologies that would bring the business intelligence that you need in order to outperform competition. More ICT technologies could also be adopted to help your organisation become more sustainable in its operations (decrease your environmental footprint) while you could still increase your capacities in the selection and use of environmentally friendly digital products (IT equipment).

New investments in digitalisation would bring the digital maturity of your firm into a new more advanced level providing you significant advantages over competitors in your region and beyond in your market of interest.

Advanced 76-100%

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Your average score shows that your organisation is at a quite advanced stage of its digital transformation process. This means that you are already a frontrunner and your organisation has been reaping the benefits from the use of digital technologies for quite some time. You are using both mainstream and more advanced technologies for different aspects of your operations. Even though you are already advanced you could further improve in areas such as sustainability and competitiveness experimenting/implementing with newer and more disrupting digital technologies.

New more focused investments in advanced digitalisation technologies, for example AI, might help you achieve the digital maturity that would increase your competitiveness globally in your market of interest.

Score Analysis per dimension

Digital Business Strategy

Basic 0-25%

Companies at this maturity level tend to be in a very early stage with regard to business strategy and investments for digitalisation. This means that there is a significant opportunity for improvements. To improve the level of digitalisation you could start by defining a clear plan and identify the financial means to support it. The initial investments in digital technologies to partially modernise your organisation are a good first step. You could further benefit from automating important parts of your operations like production, customer services etc. You could also acquire advantages by using more advanced digital technologies in areas like logistics, marketing and sales, purchasing and procurement, and advanced security.

In terms of strategic planning, you might have identified some technologies but there are many other digitalisation opportunities that could serve your business objectives. You would need to allocate budget to improve your IT infrastructure and ensure management commitment to fully benefit from them. The organisational and process changes needed for the digitalisation of your enterprise might also require recruiting a stronger IT staff.

Average 26-50%

Companies at this maturity level tend to be in an early stage with regard to business strategy and investments for digitalisation. This means there is a lot of potential for improvement. You have an initial plan and resources and your management is receptive but there is a need to intensify commitment and efforts for increased digitalisation. You may have invested in digital technologies to a certain extent to modernise the operations of your business such as the design of your products/services, project planning and management. You could further benefit from automating important parts of your operations like production, customer services etc. You could also benefit by the introduction of more advanced digital technologies in areas like logistics, marketing and sales, purchasing and procurement, and advanced security. You possess the necessary IT infrastructure to support an initial level of digitalisation and you have IT skilled personnel, although to a limited extent.

Moreover, you could elevate the strategic importance of digitalisation for your business in order to achieve a more positive impact on internal/external processes or costs. You would need to allocate more budget to improve your IT infrastructure and ensure management and staff commitment in order to fully benefit from them. The organisational and process changes needed for the digitalisation of your enterprise might also require recruiting more IT staff and digital specialist profiles.

Moderately advanced 50-75%

Companies at this maturity level tend to be in a moderately advanced stage with regard to business strategy and investments for digitalisation. You already reap benefits but there is still untapped potential. You have a specific plan and resources and strong management commitment. Current and planned investments in digitalisation have been made in order to optimise internal processes / operations and reduce costs.

However, you could further improve the quality of products or services through digitalisation. In addition, your digitalisation plan needs to be firmly implemented and investments planned sometime in the near future to be concretised. Senior managers are prepared or ready to lead the organisational and process changes needed to support enterprise digitalisation. IT staff play a digitalisation role – but they could be trusted with a bigger role in the business digitalisation decision-making. Maybe you need to recruit digital specialist profiles to support a higher level of digitalisation. In the near future you could consider employing more digitally driven and data intensive business models. You could also consider offering more products and/or services with digital functionalities or features.

Advanced 76-100%

Companies at this maturity level tend to be in a quite advanced stage with regard to business strategy and investments for digitalisation. Digitalisation has already been a priority for your company. You have already invested extensively in digital technologies and you have plans for further investments. You are following a clear digitalisation plan and you have allocated the necessary resources (people and budget) to support it – including planned investments in digital technologies over the next years.

The significant investments in digitalisation have already contributed to improve the quality of your services and/or products, to diversify and internalise commercial activities, optimise internal processes/operations and reduce costs. Senior managers are committed to further lead the organisational and process changes needed to support enterprise digitalisation and staff is sufficiently digitally skilled.

You could achieve more benefits by implementing very specialised technologies like artificial intelligence, advanced data analytics, digitally driven business models and more.

Digital Readiness

Basic 0-25%

Companies at this maturity level tend to be in a very early stage with regard to digital readiness (adoption of digital technologies). You may already use a small number of mainstream digital technologies but with very limited business applications. There is a lot of unexplored potential for your company to increase internal productivity and better serve its customers with the use of digital technologies - both mainstream and more advanced.

Your company would benefit a lot if you consider implementing a number of digital technologies that could boost your sales (i.e. e-commerce, e-marketing etc.), improve business efficiency (Information Management Systems, ERP), improve customer satisfaction (web based tools to communicate with customers), upgrade personnel skills / increase personnel satisfaction and retention [remote business collaboration (teleworking, virtual learning, etc.)].

*Mainstream digital technologies refer to: connectivity infrastructure, company’s website, web-based tools to communicate with customers, live chats/social networks/chatbots to communicate with customers, e-commerce (B2B, B2C), e-marketing (online ads, social media for business etc.), e-government, remote business collaboration tools (e.g. teleworking, videoconferencing, virtual learning, etc.), Intranet portal, Information Management Systems (ERP, CRM, SCM etc.)

*Advanced digital technologies refer to (indicatively): Artificial Intelligence (AI) applications, robots, virtual/augmented reality, CAD applications, IoT, smart sensors, blockchain, 3D printing etc.

Average 26-50%

Companies at this maturity level tend to be in an early stage with regard to digital readiness (adoption of digital technologies). In your company, you are using some but not all mainstream digital technologies. Digital solutions are employed in a number of business areas – mostly in administration and management. You may reap more benefits from the implementation of specialised or advanced digital technologies.

Your company would benefit a lot if you consider accelerating the use of a number of digital technologies that could boost your sales (i.e. e-commerce, e-marketing etc.), improve business efficiency (Information Management Systems, ERP), improve customer satisfaction (web based tools to communicate with customers), upgrade personnel skills / increase personnel satisfaction and retention [remote business collaboration (teleworking, virtual learning, etc.)].

Moderately advanced 50-75%

Companies at this maturity level tend to be in a moderately advanced stage with regard to digital readiness (adoption of digital technologies). You most probably already reap the benefits that mainstream digital technologies could offer. You have a robust connectivity infrastructure and you use internet technologies and applications including for customer communications and/or sales and marketing purposes. You may not probably have fully deployed advanced or integrated business applications such as ERP, CRM and SCM but you are most likely considering having it done soon.

You have not yet untapped the potential of more specialised or advanced digital technologies that could provide a real competitive advantage in your production/sales/marketing/customer service operation. Digital solutions are mostly employed in internal operations such as administration and management and in customer communication and service. You are already on the path towards digital transformation but you could accelerate the testing and implementation of more advanced technologies to close the gap with more digitally advanced companies in your sector, region and beyond.

Advanced 76-100%

Companies at this maturity level tend to be in a very advanced stage with regard to digital readiness (adoption of digital technologies). You are benefiting from the use of practically most of the available mainstream digital technologies in your internal and external operations. Digital solutions are employed in the majority of business areas – including administration and management, marketing, procurement, logistics, customer service etc. You are benefiting from integrated Information Management Systems such as ERP, CRM, SCM. You may have started experimenting or implementing more advanced digital technologies in specific business areas of the company and you are actively exploring how to benefit more from those.

You are quite advanced in the use of mainstream digital technologies, and you also have the necessary level of readiness to reap benefits from implementing specialised and more advanced digital technologies. These would provide a unique competitive advantage in your operations and bring you closer to the most advanced competitors in Europe and beyond.

Human-centric digitalisation

Basic 0-25%

Companies at this maturity level tend to be in a very early stage with regard to human-centric digitalisation (skills development for digitalisation). The potential from improving the digital skills of the staff should become more clear in management and/or operational level. Your company could start by performing a digital skills assessment for your staff that would be followed by a concrete training plan to re-skill or up-skill staff. You should consider providing more training or online learning tools to staff to acquire/increase digital skills. Currently, the digital skills of staff are basic and jobs have not yet been re-designed for the digital age.

In this range there is a huge untapped potential to increase the digital literacy of your employees even starting with limited investments.

Average 26-50%

Companies at this maturity level tend to be still in an early stage with regard to human-centric digitalisation (skills development for digitalisation). It is likely that your management has realized the importance and the potential of training the staff in digital technologies and they have taken some steps in that direction. As a next step you could put in place a detailed training plan to re-skill or up-skill staff. Some online tutorials and other self-learning options to acquire/increase digital skills are offered – but you could tailor them better to their specific needs and/or training requirements. You could combine training with experimentation opportunities and autonomy to execute decisions or to innovate. You should provide career development opportunities for digitally skilled employees while sufficiently re-design jobs for the digital age. Digital skills of staff should correspond to ones required for modernising their job functions.

There is a lot of untapped potential for your company to setup a training plan based on your digitalisation plans for the near future. You could also benefit from related funding opportunities from different programmes to re-skill and up-skill your staff. As a result, the trained staff would be more receptive to the introduction of new digital technologies and more supportive to changes that otherwise would create fear for job losses. Increasing the digital skills would provide you with the necessary environment to hire advanced IT personnel and provide them a career path.

Moderately advanced 50-75%

Companies at this maturity level tend to be in a moderately advanced stage with regard to human-centric digitalisation (skills development for digitalisation). Your company has already put in place a training plan to re-skill/up-skill staff but you could include more advanced digital technologies to be implemented in the near future. Skilling/up-skilling in digital technologies is a priority and digital skills training is provided to employees – but you should always tailor it to their specific needs and job training requirements. The company may also be aware of funding opportunities for training to enhance personnel digital skills and may be benefiting from it.

The staff is skilled enough to perform their job by digital means but you could encourage them more to experiment with new tools to execute decisions or to innovate. The staff is involved to a certain degree in the design and development of product/service/process digitalisation. Career development opportunities for digitally skilled employees are available. Jobs have been re-designed for the digital age – including innovative/digitally-enhanced working environments and they may be supported by a digital support service. Digital skills of staff are substantially adequate for their job functions.

Advanced 76-100%

Companies at this maturity level tend to be in a very advanced stage with regard to human-centric digitalisation (skills development for digitalisation). A comprehensive training plan to re-skill or up-skill staff is in place and actively executed/monitored. Comprehensive advanced technology or digital skills training is frequently and/or regularly provided to employees – tailored to their specific needs and training requirements. Training is often combined with experimentation opportunities and autonomy to execute decisions or to innovate. Career development opportunities for digitally skilled employees are available. Staff are actively engaged in the strategy of the company. Jobs have been re-designed for the digital age – including innovative/digitally-enhanced working environments – supported by a digital support service. Digital skills of staff are advanced.

Data Management

Basic 0-25%

Companies at this maturity level tend to be in a very early stage with regard to data management (storage, organisation, access, exploitation and security of data). You could start by putting in place a data policy/plan/set of measures and plan the transition of data stored on paper to digitally stored data. For the moment, only a few types of documents are digitised, and little amount of data is digitally stored. This transition would require a data security plan and cybersecurity process and not only basic level cybersecurity tools that are used today.

Being in such an early stage, your company has a huge untapped potential to advance on the digitalisation process by creating the critical mass of data that would provide insights for the different areas of operations. This should go hand in hand with the implementation of more advanced measures of data security to ensure that data and important information are properly protected.

Average 26-50%

Companies at this maturity level tend to be in an early stage with regard to data management (storage, organisation, access, exploitation and security of data). You should follow closely a concrete data management policy/plan/set of measures. Some data are stored in a digitally structured form – mostly for administrative/financial processes. However, the level of data exchange and integration between different applications could be improved. Data is not fully exploited for business operations and does not inform decision-making in a level that could make a difference. There is a moderate level of data protection with mainstream cybersecurity tools but not a concrete and comprehensive cybersecurity policy.

Being in this range you have a large unexplored potential which could be exploited putting in place a proper data management strategy including cybersecurity. By investing more resources, you could reap the benefits of having most of the company’s data and processes in digital form, integrated through interoperable systems and access data from different devices and locations. Structured data would be able to feed into data analytics applications and provide your company with the necessary intelligence it needs to take important business decisions and better serve its customers. You would also benefit by a comprehensive cybersecurity policy with measures that would protect the enterprise and its clients’ data from cyber threats and with proper contingency plans.

Moderately advanced 50-75%

Companies at this maturity level tend to be in a moderately advanced stage with regard to data management (storage, organisation, access, exploitation and security of data). You have already put in place a concrete data management policy/plan/set of measures to manage and benefit from your data. Documents and processes are digitised in many business functions and operational areas. Most data are stored in a digitally structured form and there is a degree of data integration and interoperability between the different IT systems. You consider data analysis important for business operations and informed decision-making, which helps to optimise your processes and improve customer service. You have a plan for cybersecurity and have identified measures to be taken in the case of cyber-emergency. There is provision for data backing-up facilities and awareness among the personnel for the importance of protection against cyber-threats. Trainings and awareness events are available for the staff on the subject of cybersecurity.

Being in this range, you still have a lot of potential to release for your company by making more and better use of data. You could further improve data integration and interoperability between systems that cover different areas (production, sales, marketing, HR, customer service etc.) that would help you make decisions on a more strategic level. You could make your data accessible in real time by different devices and locations including for your own staff (e.g. teleworking). When upgrading your data management capabilities you should implement robust data security policies, contingency and business continuity plans in case of serious cyber-threats.

Advanced 76-100%

Companies at this maturity level tend to be in a very advanced stage with regard to data management (storage, organisation, access, exploitation and security of data). Documents and processes are digitised in all or most business functions and areas –including administrative/financial processes, customer relationships, production or service-related processes and logistics. All data are stored in a digitally structured form. Data collection and use is crucial for the organisation. The vast majority of the company’s data are collected and used for all key processes/operations.

Data informs most decision-making and optimises most processes. Solutions/standards have been implemented to facilitate the exchange of data. Cybersecurity plans are present and specific policies and measures to protect the company’s data from cyber-threats are implemented. There is a plan that covers all internal and customer data and full back up policies are in place. Staff awareness on cyber threats is high and sustained via training. A business continuity plan is in place in case of a catastrophic event due to a cyberattack.

Automation & Intelligence

Basic 0-25%

Companies at this maturity level tend to be in a very early stage with regard to automation and intelligence (facilitated by digital means embedded in business process). No tasks are yet automated. AI and automation has not supported any business, commercial or operational activities.

Average 26-50%

Companies at this maturity level tend to be in an early stage with regard to automation and intelligence (facilitated by digital means embedded in business process).

Potentially automation via digital means is used partially and in an ad-hoc way in some tasks – typically administrative processes. AI and automation has not supported commercial or operational activities. The adoption of AI and automation has not led yet to any measurable increases in productivity.

Moderately advanced 50-75%

Companies at this maturity level tend to be in a moderately advanced stage with regard to automation and intelligence (facilitated by digital means embedded in business process).

Some tasks are potentially partially automated and AI-supported – typically administrative and financial processes. The adoption of AI and automation may have supported commercial activities but has not been applied to enhance the quality of products and services. The adoption of AI and automation has led to some measurable increases in productivity.

Advanced 76-100%

Companies at this maturity level tend to be in a quite advanced stage with regard to automation and intelligence (facilitated by digital means embedded in business process).

Some tasks are fully automated and AI-supported – typically administrative and financial processes. The adoption of AI and automation may have supported commercialisation activities and has potentially been applied to enhance the quality of products and services. The adoption of AI and automation may have led to increases in productivity.

If you scored in the upper limit of the range, you most probably have already benefited from the adoption of AI and other types of automation on company level, receiving significant increases in productivity and efficiency, and reductions in waste and costs.

Green Digitalisation

Basic 0-25%

Companies at this maturity level tend to be in a very early stage with regard to green digitalisation*. Your company should consider environmental aspects in digitalisation choices. You could benefit by the use of digital technology for sustainable business operations (such as business model, service provision, production and manufacturing, etc.). Digital technologies could support your reduction of emissions and pollution and management of waste. Digital technologies could support your optimised use of raw materials and the delivery of the products to customers. Digital solutions could be used to reduce the organisation’s impact on the environment. Materials/products used by the organisation could be traceable. Energy could be sourced from sustainable sources off or on-site. Administrative processes could become paperless. Environmental impacts in digital choices (IT equipment) and practices should be taken more into account.

*Green digitalisation refers to the capacity of an enterprise to undertake digitalisation with a long-term approach that takes responsibility and cares about the protection and sustainability of natural resources and the environment (eventually building a competitive advantage out of it).

Average 26-50%

Companies at this maturity level tend to be in an early stage with regard to green digitalisation*. Environmental aspects are sometimes considered in digitalisation choices. Digital technologies might have started contributing to sustainable business operations (such as business model, service provision, production and manufacturing, etc.). However, digital technologies could substantially support the reduction of emissions and pollution and management of waste, or actively support the optimised use of raw materials and the delivery of the products to customers. Most probably digital solutions are not actively used to substantially reduce the organisation’s impact on the environment. Materials/products used by the organisation could be traceable. Energy could be sourced from sustainable sources off or on-site. Some administrative processes are paperless but not all. Environmental impacts in digital choices and practices could be taken into account in a greater extent.

Moderately advanced 50-75%

Companies at this maturity level tend to be in a moderately advanced stage with regard to green digitalisation*. Environmental aspects are considered in many digitalisation choices. Digital technologies may already contribute in a certain extend to sustainable business operations (such as business model, service provision, production and manufacturing or service delivery). Digital technologies could more substantially support the general reduction of emissions and pollution or the management of waste. Digital technologies could more substantially support the optimised use of raw materials but may already support the delivery of the products to customers. Digital solutions could contribute more to reducing the organisation’s impact on the environment. Materials/products used by the organisation could be more traceable. Energy could be sourced from sustainable sources off or on-site. Administrative processes are mostly paperless. Environmental impacts in digital choices and practices are taken into account to a significant extent.

Advanced 76-100%

Companies at this maturity level tend to be in a quite advanced stage with regard to green digitalisation* Environmental aspects are considered in the majority of digitalisation choices – including procurement, energy consumption and re-use. Digital technology is contributing to sustainable business operations (such as business models adopted, product lifecycles, product design and production processes or service delivery). Most probably digital technologies support the reduction of emissions and pollution and the management of waste. Most probably digital technologies also support the optimised use of raw materials and the delivery of the products to customers. Digital solutions are used to substantially reduce the organisation’s impact on the environment (incl. reducing waste and improving energy efficiency). Materials/products used by the organisation are highly traceable even in real-time. Energy is mostly sourced from sustainable sources off or on-site. Administrative processes are all paperless. Environmental impacts in digital choices and practices are always taken into account.

PSOs

General Score Analysis

Basic 0-25%

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You could also prioritize training of personnel, hiring IT specialised professionals and actively engaging and preparing your staff for the adoption of new digital solutions that may change the way tasks are currently done. You would derive a lot of benefits by adopting and implementing a holistic data strategy, including data security, which would provide you with increased data analytics capacities and support decision-making. ICT technologies could also be adopted to help your organisation become more interoperable. Also more sustainable in its operations (decrease environmental footprint) while you could prioritize the selection of environmentally friendly digital products (IT equipment).

In your case, there is a huge untapped potential. Experimenting and adopting more digital technologies could give an immediate boost to your organisations’ efficiency and the quality of services you provide to citizens/businesses.

This score is calculated as an average from the scores that you obtained over the six dimensions of your submitted DMA questionnaire: i) Digital Business Strategy & Investments ii) Digital Readiness iii) Human-centric digitalisation iv) Data Management & Security v) Interoperability and vi) Green Digitalisation. We encourage you to read carefully the scores interpretation of each of the six dimensions with relevant comments and suggestions regarding your current status in each one of those and the unexplored potential that you could address with the help of an EDIH.

Average 26-50%

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Your average score shows that your organisation has already achieved an average level of digital maturity however there is still scope for improvement. You could derive significant benefits from additional investments in digital technologies and skills to improve operations and your services to citizens/businesses. Your current investments in digital technologies cover a range of your core internal operations while you could prepare more (in terms of plans and resources) in order to accommodate more advanced solutions. You are using a number of mainstream technologies for your operations while you could benefit more by the adoption of more advanced technologies (Information Management Systems, ERP, digital public services, e-procurement etc.) and others more disruptive ones (i.e. AI).

Your personnel has an average level of digital skills, however in order to advance in your digital transformation you would need well planned and executed training of personnel, and IT specialised professionals to support you. Management and staff should receive the necessary encouragement to fully engage and support the adoption of new digital solutions without fear of the changes that this would bring. You may already have a lot of information in digital form but you could focus on a comprehensive data strategy, including data security, which would provide you with increased data analytics capacities and would support high-level decision-making. You could adopt more ICT technologies to help your organisation become more sustainable in its operations (decrease environmental footprint) while you could prioritize the selection of environmentally friendly digital products (IT equipment).

Improving the digital maturity of your organisation could bring you closer to more digitally mature organisations and increase efficiency and the satisfaction of the citizens/businesses with whom you interact on a daily basis.

This score is calculated as an average from the scores that you obtained over the six dimensions of your submitted DMA questionnaire: i) Digital Strategy & Investments ii) Digital Readiness iii) Human-centric digitalisation iv) Data Management & Security v) Interoperability and vi) Green Digitalisation. We encourage you to read carefully the scores interpretation of each of the six dimensions with relevant comments and suggestions regarding your current status in each one of those and the unexplored potential that you could address with the help of an EDIH.

Moderately advanced 50-75%

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Your average score shows that your organisation is already at a moderately advanced stage of its digital transformation process. This means that your organisation is already reaping benefits from the use of digital technologies - both mainstream and some advanced (to a lesser extent). Even though you are already on the path towards digital transformation, you could further improve internal/external operations, resilience, and sustainability through more targeted investments in digital technologies and skills. Your current investments in digital technologies cover a wide range of your operations but there is still space to increase your level of preparedness (in terms of plans and resources) in order to accommodate more sophisticated solutions. You are currently using most of the available mainstream technologies for your operations but there is still a lot of untapped potential by the adoption of more advanced technologies including more disruptive ones (i.e. AI).

Your personnel has an increased level of digital skills, however in order to advance in your digital transformation you need a well planned and executed training programme of personnel, and IT specialised professionals to support you. All levels of management and staff should continue receiving the necessary encouragement to fully engage and support the adoption of more advanced digital solutions without fear of the changes that this would bring. Your data management capacities and data security are advanced and you have reached a certain level of interoperability, but you could further benefit from digital technologies that would bring the necessary intelligence and integration that you need in order to provide first class services to citizens and businesses. More ICT technologies could also help your organisation become more sustainable in its operations (decrease environmental footprint) while you could still prioritize the selection and use of environmentally friendly digital products (IT equipment).

New investments in digitalisation would bring the digital maturity of your organisation in a new more advanced level and would increase the satisfaction of the citizens/businesses with whom you interact on a daily basis.

Advanced 76-100%

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Your average score shows that your organisation is at a quite advanced stage of its digital transformation process. This means that you are already a frontrunner and your organisation has been reaping the benefits from the use of digital technologies for some time. You are now using both mainstream and more advanced technologies for the different aspects of your operations. The citizens and businesses that interact with you in every day basis are benefiting from good, fast and interoperable digital services and the processes are completed mostly online. Even though you are already advanced you could further improve in areas such as sustainability and efficiency, experimenting/implementing newer and more disrupting digital technologies.

New more focused investments in advanced digitalisation would help you achieve the digital maturity of a very modern public organisation.

Score Analysis per dimension
Digital Strategy & Investments

Basic 0-25%

Public sector organisations at this maturity level tend to be in a very early stage with regard to digital strategy and investments for digitalisation. This means that there is a significant opportunity for improvements.

To improve the level of digitalisation you could start by defining a clear plan and identify the financial means to support it. The initial investments in digital technologies to partially modernise your organisation are a good first step. You could further benefit from automating important parts of your operations like internal/external processes, digital public services, financial/HR etc. You could also acquire advantages by using more advanced digital technologies in areas like e-procurement, advanced security and sustainability.

In terms of strategic planning, you might have identified some but there are many other digitalisation opportunities that could serve your organisation’s objectives. You would need to allocate budget to improve your IT infrastructure and ensure political and management commitment to fully benefit from them. The organisational and process changes needed for the digitalisation of your organisation might also require recruiting a stronger IT team.

Average 26-50%

Public sector organisations at this maturity level tend to be still in an early stage with regard to digital strategy and investments for digitalisation. This means there is a lot of potential for improvement. You have an initial digitalisation plan in place and your political leaders and/or senior management are receptive but more commitment is needed for increased digitalisation to reap the benefits of a digital organisation.

You may have invested in digital technologies to a certain extent in a number of operational areas to modernise your organisation in internal and external operations, digital public services, financial/administration/HR etc. You could benefit even more by introducing technologies that would help you be more efficient for example in public procurement and purchasing, project planning and execution and in the different phases of the policy making lifecycle. You possess some IT infrastructure to support an average level of digitalisation and you have IT skilled personnel, although to a limited extent.

However, you could elevate the strategic importance of digitalisation for your organisation. You would need to allocate more budget to improve your IT infrastructure and ensure management and staff commitment to fully benefit from them. The organisational and process changes needed for the digitalisation of your enterprise might also require recruiting more IT staff and digital specialist profiles.

Moderately advanced 50-75%

Public sector organisations at this maturity level tend to be in a moderately advanced stage with regards to digital strategy and investments for digitalisation. You are aware of the concrete benefits that your organisation could derive from digitalisation and e-government, and you have already invested to a certain extent in digital technologies while you plan to invest more. You have a digitalisation plan in place and you have allocated resources to support it.

Investments in digital technologies have been made over the past years or are planned for most of the operational areas like internal/external operations, provision of digital public services, financial/HR/purchasing and processes linked to policy making. However, you could more dramatically improve the overall efficiency of your organisation through digitalisation. You could further improve the quality of your services to citizens/businesses through digitalisation. Your digitalisation plan needs to be firmly implemented and investments planned sometime in the near future to be concretised. Political leaders and senior managers are somewhat prepared or ready to lead the organisational and process changes needed to support digitalisation. IT staff could play a bigger role in digitalisation decision-making. Recruiting digital specialist profiles would help you support a higher level of digitalisation. In the near future you could consider employing more digitally driven and data intensive policy making.

Advanced 76-100%

Public sector organisations at this maturity level tend to be in a quite advanced stage with regard to digital strategy and investments for digitalisation. Digitalisation has already been a priority for your organisation and you are fully aware of the concrete benefits that your organisation could derive from it. You have already invested extensively in digital technologies and you have plans for further investments. You are following a clear digitalisation plan and you have allocated the necessary resources (people and budget) to support it. Your organisation already operates as a digital administration organisation but there are still areas for improvement.

The significant investments in digitalisation have already contributed to the transformation of your organisation into a modern public administration. Citizens and businesses that interact with your organisation benefit from the e-government facilities you offer. Political leadership and senior managers are committed to further lead the organisational and process changes needed to support high levels of digitalisation. IT staff contribute to the decision-making processes on digitalisation. Digital specialist profiles have been recruited as needed. Staff is sufficiently digitally skilled. Many digitally driven and data intensive processes have been employed.

You could benefit more by implementing more specialised technologies like artificial intelligence, advanced data analytics, digitally driven policymaking and more.

Digital Readiness

Basic 0-25%

Public sector organisations at this maturity level tend to be in a very early stage with regard to digital readiness (adoption of digital technologies). You may already use a small number of mainstream digital technologies but with very limited applications in your operations (internal and external). There is a lot of unexplored potential for your organisation to increase internal productivity and better serve the citizens and businesses you interact with by adopting more digital technologies - both mainstream and more advanced.

Your organisation would benefit a lot if you consider implementing a number of digital technologies. These could (indicatively) improve your organisation’s efficiency (Information Management Systems, ERP), increase citizens/businesses satisfaction (portals, web-based tools to communicate, live chats, social networks), provide complete e-services (online service delivery tools), upgrade personnel skills / increase personnel satisfaction and retention (remote business collaboration teleworking, virtual learning, etc.).

*Mainstream digital technologies refer to connectivity infrastructure, organisations’ website, web-based forms and forums to communicate with citizens/businesses, live chats/social networks/chatbots to communicate with citizens/businesses, remote collaboration tools (e.g. teleworking, videoconferencing, virtual learning, etc.) Intranet portal, Information Management Systems (ERP, CRM, SCM etc.), tools for digital public services and public procurement tools.

*Advanced digital technologies refer to (indicatively): Artificial Intelligence (AI) applications, advanced communication technologies (i.e. 5G), advanced computing infrastructures (cloud or edge computing), Blockchain, Digital Identity and Security solutions, IoT, smart devices etc.

Average 26-50%

Public sector organisations at this maturity level tend to be in an early stage with regard to digital readiness (adoption of digital technologies). In your organisation, you are using some but not all mainstream digital technologies. Digital solutions are employed in a number of your operations – mostly in administration and everyday tasks. You may benefit already from the advantages that digital technologies could offer you in areas such as your everyday operations in HR and financial management.

Your organisation would benefit more if you consider implementing a number of digital technologies to increase efficiency of your internal and external processes (i.e. workflows, communication with citizens/businesses, provision of digital public services and more). You could also use them to integrate and accelerate your processes (i.e. information management systems, ERP, e-procurement), upgrade personnel skills / increase personnel satisfaction and retention (remote business collaboration teleworking, virtual learning, etc.) and in general accelerate your transition to a digital organisation.

Moderately advanced 50-75%

Public sector organisations at this maturity level tend to be in a moderately advanced stage with regard to digital readiness (adoption of digital technologies). You most probably already reap benefits that mainstream digital technologies could offer. You have a reliable connectivity infrastructure and you use internet technologies and applications including for the interactions with citizens/businesses.

You provide a number of digital public services but you could further fully digitalise the user interactions and avoid physical time-consuming processes. You could benefit from fully deployed advanced or integrated applications such as Information Management Systems, ERP or e-procurement. You have not yet untapped the potential of more specialised or advanced digital technologies that could significantly increase the efficiency of your internal and external processes and would help you respond better and faster to your end users’ needs. You are on the right path but you could accelerate your transition towards a real modern digital organisation.

Advanced 76-100%

Public sector organisations at this maturity level tend to be in a very advanced stage with regard to digital readiness (adoption of digital technologies). You are benefiting from the use of practically most of the available mainstream digital technologies in your internal and external operations. Digital solutions are employed in the majority of your internal/external operations – including administration and management, provision of complete digital public services, e-procurement etc. You are benefiting from integrated Information Management Systems such as ERP that connect your operations.

You may have started experimenting or implementing more advanced digital technologies in specific areas of your organisation and you are actively exploring how to benefit more from those. You are quite advanced in the use of mainstream digital technologies, and you also possess the necessary level of readiness to reap the benefits from implementing more specialised and advanced digital technologies. These would increase your organisations level of digital government and transform it to a fully data driven organisation.

Human-centric digitalisation

Basic 0-25%

Public sector organisations at this maturity level tend to be in a very early stage with regard to human-centric digitalisation (skills development for digitalisation). The potential from improving the digital skills of the staff should become more clear in political, management and/or operational level. Your organisation could start by performing a digital skills assessment for your staff that would be followed by a concrete training plan to re-skill or up-skill staff. You should consider providing more training or online learning tools to staff to acquire/increase digital skills. The digital skills of staff are basic and jobs have not yet been re-designed for the digital age.

In this range there is a huge untapped potential to increase the digital literacy of your employees even starting with limited investments.

Average 26-50%

Public sector organisations at this maturity level tend to be still in an early stage with regard to human-centric digitalisation (skills development for digitalisation). It is likely that your political/managerial leadership has realized the importance and the potential of training your staff in digital technologies and you may have taken some steps in that direction. As a next step you could put in place a detailed training plan to re-skill or up-skill staff. The staff may have access to some online tutorials and other self-learning options to acquire/increase digital skills – but you could tailor them better to their specific needs and/or training requirements. You could combine training with experimentation opportunities and autonomy to execute decisions or to innovate. You should provide career development opportunities for digitally skilled employees while sufficiently re-design jobs for the digital age. Digital skills of staff should correspond to ones required for modernising their job functions.

There is a lot of untapped potential for your organisation to setup a training plan based on your digitalisation plans for the near future. You could also benefit from related funding opportunities from different programmes to re-skill and up-skill your staff. As a result, the trained staff would be more receptive to the introduction of new digital technologies and more supportive to changes that otherwise would create fear for job losses. Increasing the staffs digital skills would provide you with the necessary environment to hire advanced IT personnel and provide them a career path.

Moderately advanced 50-75%

Public sector organisations at this maturity level tend to be in a moderately advanced stage with regard to human-centric digitalisation (skills development for digitalisation). Your organisation has already put in place a training plan to re-skill/up-skill staff but you could include more advanced digital technologies to be implemented in the near future. Skilling/up-skilling in digital technologies is a priority and digital skills training is provided to employees – but you should always tailor it to their specific needs and job training requirements. The organisation may also be aware of funding opportunities for training to enhance personnel digital skills and may benefit from it.

The staff is skilled enough to perform their job by digital means but you could encourage them more to experiment with new tools to execute decisions or to innovate. The staff is involved to a certain degree in the design and development of public service or process digitalisation. Career development opportunities for digitally skilled employees are likely available. Jobs have been re-designed for the digital age – including innovative/digitally-enhanced working environments and they may be supported by a digital support service. Digital skills of staff are substantially adequate for their job functions.

Advanced 76-100%

Public sector organisations at this maturity level tend to be in a very advanced stage with regard to human-centric digitalisation (skills development for digitalisation). A comprehensive training plan to re-skill or up-skill staff is in place and actively executed/monitored. Comprehensive advanced technology or digital skills training is frequently and regularly provided to employees – tailored to their specific needs and training requirements. Training is often combined with experimentation opportunities and autonomy to execute decisions or to innovate. Career development opportunities for digitally skilled employees are available. Staff are actively engaged in the strategy of the organisation. Jobs have been re-designed for the digital age – including innovative/digitally-enhanced working environments – supported by a digital support service. Digital skills of staff are advanced.

Data Management & Security

Basic 0-25%

Public sector organisations at this maturity level tend to be in a very early stage with regard to data management and security (storage, organisation, access, exploitation and security of data). You could start by putting in place a data policy/plan/set of measures and plan the transition of data stored on paper to digitally stored data. For the moment, only a few types of documents are digitised, and little data is digitally stored. This transition would require a data security plan and cybersecurity process that go beyond the basic level cybersecurity tools that are used today.

Being in such an early stage, your organisation has a huge untapped potential to advance on the digitalisation process by creating the critical mass of data that would provide insights for the different areas of operations. This should go hand in hand with the implementation of more advanced measures of data security to ensure that data and important information are properly protected.

Average 26-50%

Public sector organisations at this maturity level tend to be in an early stage with regard to data management & security (storage, organisation, access, exploitation and security of data). Most probably there is no concrete data management policy/plan/set of measures available or it is still in a very early stage. Documents and processes are digitised in some areas and operations. Some data are stored in a digitally structured form – mostly for administrative/financial processes. However, you could improve the level of data exchange and integration between different applications. Data are not fully exploited for the organisation’s operations and do not inform decision or policy making to a degree that could make a difference. There is a moderate level of data protection with mainstream cybersecurity tools but maybe a concrete and comprehensive cybersecurity policy is not there yet.

Being in this range, you still have a large unexplored potential by developing your digital transformation and putting in place a proper data management strategy including cybersecurity. By investing more resources, you could reap the benefits of having most of the organisation’s data and processes in digital form, integrated through interoperable systems and access data from different devices and locations. Structured data would be able to feed into data analytics applications and provide your organisation with the necessary intelligence it needs to take important decisions and better serve citizens and businesses. It is necessary to put in place a comprehensive cybersecurity policy with measures that would protect the organisation and the citizens/businesses data from cyber threats and with proper contingency plans.

Moderately advanced 50-75%

Public sector organisations at this maturity level tend to be in a moderately advanced stage with regard to data management & security (storage, organisation, access, exploitation and security of data). You already have a concrete data management policy/plan/set of measures in place to manage and benefit from your data. Documents and processes are digitised in many functions and operational areas (internal and external). Most data are stored in a digitally structured form and there is a high degree of data integration and between the different IT systems. You consider data analysis important for your operations and informed decision-making, and as a means for further optimisation and “customer” service improvement. You have a plan for cybersecurity and have identified measures to be taken in the case of a cyber-emergency. There is provision for data back-up facilities and awareness among the personnel for the importance of protection against cyber-threats. Trainings and awareness events are available for the staff on the subject of cybersecurity.

Being in this range, you still have a lot to achieve for your organisation by making more and better use of data. You could further improve data integration and interoperability between your own systems and systems of different organisations that would help you operate more efficiently. You could make your data accessible in real time by different devices and locations including for your own staff (e.g. teleworking). Together with upgrading your data management capabilities you should implement robust data security policies, contingency and operations continuity plans in the case of serious cyber-threats.

Advanced 76-100%

Public sector organisations at this maturity level tend to be in a very advanced stage with regard to data management & security (storage, organisation, access, exploitation and security of data). Documents and processes are digitised in most functions and operational areas (administrative/HR/financial processes, governance, digital public services, procurement etc.). All data are stored in a digitally structured form. Data collection and exploitation is crucial for the organisation. Most data are captured and used as input for all key processes/operations. Data informs decision-making and optimises processes. Solutions/standards have been implemented to facilitate the exchange of data and interoperability with external parties.

Cybersecurity plans are present and specific policies and measures to protect the organisation’s data from cyber-threats are implemented. There is a plan that covers internal and external (citizens/businesses) data and full back up policies. Staff awareness on cyber threats is high and sustained through trainings, and an operations continuity plan is in place in case of a catastrophic event due to a cyberattack.

Interoperability

Basic 0-25%

Public sector organisations at this maturity level tend to be in a very early stage with regard to interoperability*. In such an early stage, you may have taken some steps implementing a basic level of data openness and/or transparency. You are maybe considering technology neutral solutions and data portability. Your organisation could benefit a lot from other more advanced levels of interoperability such as reusable solutions, information and data, access to solutions via multiple channels and provide one-single-point of contact for the services you offer. Priority should be given also to inclusion and accessibility of your services for the most vulnerable people (disabled, elderly and other groups).

Your organisation could greatly improve its operations by improving the levels of interoperability in the areas mentioned but also ensuring security and privacy in data exchange, give priority to using services via digital channels, ensure long-term accessibility to data storage and make sure to regularly assess the effectiveness and the efficiency of digital solutions offered to citizens and businesses.

*Interoperability is considered as the ability to interact towards mutually beneficial goals with other organisations by the means of exchange of data between their ICT systems. It is measured against the 12 interoperability principles identified in the New European Interoperability Framework (EIF)[1].

Average 26-50%

Public sector organisations at this maturity level tend to be in an early stage with regard to interoperability*. In this early stage, you may have taken some steps implementing a basic level of data openness and/or transparency and potentially technology neutrality and data portability to some extent. You may have started experimenting or implementing more advanced levels of interoperability such as reusable solutions, information and data, access to solutions via multiple channels and one-single-point of contact for the services you offer. An initial degree of inclusion and accessibility of your services for the most vulnerable people (disabled, elderly and other groups) has been implemented.

Your organisation could greatly improve its operations by improving the levels of interoperability in the areas mentioned before but also ensuring security and privacy in data exchange, give priority to using services via digital channels, ensure long-term accessibility to data storage and make sure to regularly assess the effectiveness and the efficiency of digital solutions offered to citizens and businesses.

Moderately advanced 50-75%

Public sector organisations at this maturity level tend to be in a moderately advanced stage with regard to interoperability*. In this stage, you have taken steps in implementing data openness and/or transparency and potentially technology neutrality and data portability to a significant extent. You have started experimenting or you have already implemented more advanced levels of interoperability such as reusability of solutions, information and data, multi-channel accessibility of the solutions and one-single-point of contact for the services you offer. You have taken care to implement solutions for inclusion and accessibility of your services for the most vulnerable people (disabled, elderly and other groups).

Your organisation could still improve its operations by improving the levels of interoperability in the areas mentioned before but also ensuring security and privacy in data exchange, give priority to using services via digital channels, ensure long-term accessibility to data storage and make sure that regularly assesses the effectiveness and the efficiency of digital solutions offered to citizens and businesses.

Advanced 76-100%

Public sector organisations at this maturity level tend to be in an advanced stage with regard to interoperability*. In this stage, you have already implemented and you plan to implement interoperable solutions in most areas such as data openness and/or transparency, technology neutrality and data portability to a wide extent. You have already implemented more advanced levels of interoperability such as reusability of solutions, information and data, multi-channel accessibility of the solutions and one-single-point of contact for the services you offer. You have implemented solutions for inclusion and accessibility of your services for the most vulnerable people (disabled, elderly and other groups). You ensure security and privacy in data exchange, give priority to using services via digital channels and ensure long-term access to data storage.

Your organisation and the citizens/businesses you serve are already reaping the benefits of high interoperability in the provision of fast and reliable services. You could still improve your operations by continuing your efforts to stay on top regarding interoperability and by making sure that you regularly assess the effectiveness and the efficiency of the digital solutions you offer to your citizens and businesses.

Green Digitalisation

Basic 0-25%

Public sector organisations at this maturity level tend to be in a very early stage with regard to green digitalisation*. You could start by considering the environmental aspects in your digitalisation choices. You could use digital technologies in such a way that they contribute to sustainable operations (such as internal/external operations, digital service provision, purchasing and public procurement etc). Digital technologies could support the reduction of emissions and pollution and management of waste. They could also support the optimised use of resources for a green and environmental friendly operation and the delivery of services to citizens/businesses.

Digital solutions could be used to reduce the organisation’s impact on the environment. Materials/ products used by the organisation could be traceable. Energy could be sourced from sustainable sources off or on-site. Administrative processes could become paperless. Environmental impact in digital choices and practices could be taken into account when purchasing IT equipment.

*Green digitalisation refers to the capacity of an organisation to undertake digitalisation with a long-term approach that takes responsibility and cares about the protection and sustainability of natural resources and the environment (eventually building a competitive advantage out of it).

Average 26-50%

Public sector organisations at this maturity level tend to be in an early stage with regard to green digitalisation*. Environmental aspects are sometimes considered in digitalisation choices. Digital technologies might have started to contribute to sustainable operations (such as internal/external operations, digital service provision, purchasing and public procurement etc). However, digital technologies could substantially support the reduction of emissions and pollution and management of waste or support the optimised use of resources for a green and environmental friendly operation and delivery of services to citizens/businesses.

Digital solutions could be more actively used to substantially reduce the organisation’s impact on the environment. Materials/products used by the organisation are could be traceable. Energy could be sourced from sustainable sources off or on-site. Some administrative processes are paperless but not yet all. Environmental impacts in digital choices and practices are partially taken into account when purchasing IT equipment.

Moderately advanced 50-75%

Public sector organisations at this maturity level tend to be in a moderately advanced stage with regard to green digitalisation*. Environmental aspects are partially considered in digitalisation choices. Digital technologies may already contribute to a certain extent to sustainable operations (such as internal/external operations, digital service provision, purchasing and public procurement etc.). Digital technologies may support the general reduction of emissions and pollution or the management of waste at some extend. It is likely that digital technologies support to a certain extent the optimised use of resources for green and environmental friendly operations and delivery of services to citizens/businesses.

Digital solutions partially contribute to reducing the organisation’s impact on the environment. Materials/products used by the organisation may be partially traceable. Energy may be sourced from sustainable sources off or on-site. Administrative processes are mostly paperless. Environmental impacts in digital choices and practices are taken into account when purchasing IT equipment.

Advanced 76-100%

Public sector organisations at this maturity level tend to be in a quite advanced stage with regard to green digitalisation* Environmental aspects are considered in the majority of digitalisation choices – including procurement, energy consumption and re-use of resources. Digital technology is contributing to sustainable operations (such as internal/external operations, digital service provision, purchasing and public procurement etc.). Most probably digital technologies support the reduction of emissions and pollution and management of waste. Digital technologies also support the optimised use of materials and the delivery of services to citizens/businesses.

Digital solutions are used to substantially reduce the organisation’s impact on the environment (incl. improving energy efficiency). Materials used by the organisation are highly traceable even in real-time. Energy is sourced from sustainable sources off or on-site. Administrative processes are all paperless. Environmental impact is seamlessly integrated in digitalisation choices and practices.

[1] https://ec.europa.eu/isa2/sites/default/files/eif_brochure_final.pdf

[2] https://ec.europa.eu/isa2/sites/default/files/eif_brochure_final.pdf

[3] https://ec.europa.eu/isa2/sites/default/files/eif_brochure_final.pdf

[4] https://ec.europa.eu/isa2/sites/default/files/eif_brochure_final.pdf