The GEMS maturity index is a measure of the maturity of the government services provided through online portals and smart apps in the Arab countries. It aims to bridge the gap of most international indicators, in terms of identifying the service development, usability and user satisfaction.
For this, the UAE has been ranked first in the region, according to a report issued by the United Nations Economic and Social Commission for Western Asia (ESCWA). The indicator is a measuring tool of progress at the national level in achieving transition of digital services.
Commenting on this new accomplishment, H.E. Hamad Obaid Al Mansoori, the director general of the Telecommunications Regulatory Authority (TRA) said “Achieving the first position in GEMS Maturity Index is the result of the collective efforts of the UAE Government towards full digital transformation. We work as one team in federal and local governments and we have a unified work mechanism, namely the Executive team of Online Services Indicator, which aims to enhance the country’s progress in government services provided through all available channels.”
The ESCWA report highlights the UAE's leadership in all pillars of the indicator. According to it, the availability of services in the country reached 90 per cent. As for access to services, the report showed that 80 per cent of the UAE population have access to services.
The GEMS maturity index allows to track the progress in the transition to e-channels for government service provision, by annual comparison of the national performance. It allows enables a comparison between different countries and entities in e-services transformation. In a sense, it complements the e-Government Development Index launched by ESCWA in 2001, which indicates the availability of services, infrastructure and resources. On the contrary, the GEMS maturity index indicates the service usage, satisfaction and public outreach.