Examining Digital Government Maturity Models: Evaluating the Inclusion of Citizens

Åsa Waara ()
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Åsa Waara: Department of Computer Science, Electrical and Space Engineering, Luleå University of Technology, 97187 Luleå, Sweden

Administrative Sciences, 2025, vol. 15, issue 3, 1-21

Abstract: Digital transformation affects nearly every sector of society and is seen as a strategic approach to addressing evolving demands, including those of citizens, demographic shifts, and skill shortages. To tackle these challenges, governments have begun shifting from a government-centric to a citizen-centric approach, tailoring e-services to citizens’ life events and actively involving them in decision-making processes. Digital government maturity models (DGMMs) are essential tools for assessing digital readiness and guiding transformation, but their attention to citizen-centricity varies significantly. This study examines 18 DGMMs, revealing that 17% do not mention citizens, 33% reference them minimally, and only 50% integrate citizen considerations extensively. This research identifies seven themes where citizens were explicitly addressed in the DGMM, and these themes are maturity stages, areas of focus, enablers, constraints, metrics, insights, and recommendations. Despite the increased policy emphasis on citizen-centricity, gaps remain in translating this into actionable frameworks within DGMMs. This research contributes a thematic matrix and actionable insights to advance citizen-centric approaches, fostering public value creation, transparency, and trust. The findings offer guidance for researchers and practitioners to develop improved frameworks that align digital transformation efforts with citizens’ needs, ensuring inclusive and effective public sector transformation.

Keywords: digital government maturity model; digital maturity model; citizen; citizen-centricity; digital government; digital transformation (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2025
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