Measuring Digital Maturity in the Public Sector: Introducing the Digital Transformation Index (DTI)

In an era where citizens expect government services to be as seamless and intuitive as those offered by the private sector, public sector agencies face mounting pressure to modernize. Yet, many organizations struggle to measure their progress, identify gaps, and justify digital investments. The Digital Transformation Index (DTI) is designed to address this challenge—offering a practical, data-driven framework for assessing and benchmarking digital maturity across government agencies.

Digital transformation in the public sector is no longer optional. Agencies are expected to deliver efficient, transparent, and citizen-centric services while navigating legacy systems, regulatory demands, and budget constraints. Achieving these goals requires more than technology upgrades; it demands a fundamental shift in how agencies operate, make decisions, and engage with the public. However, without a clear way to measure progress, agencies risk investing in initiatives that fail to deliver lasting value or fall short of citizen expectations.

The DTI, developed by Publicis Sapient, provides a comprehensive, structured approach to measuring digital maturity. It empowers agencies to:

• Assess their current state across key digital capabilities
• Identify strengths and gaps in their transformation journey
• Benchmark performance against peers and best practices
• Prioritize investments for maximum impact
• Track progress over time for continuous improvement

The DTI evaluates digital maturity across three primary categories, each with three subcategories, for a holistic view of an agency’s capabilities:

1. Value Creation and Exchange

• Digital Strategy and Innovation: Is there a clear, coherent digital strategy aligned with mission objectives? How well does the agency leverage technology for new services and business models?
• Customer Centricity: Are citizens at the heart of digital initiatives? Does the agency use digital tools to enhance experiences and build trust?
• Governance: Are there robust structures for managing digital risks, ensuring data privacy, and maintaining compliance?

2. Operating Model

• Agile Ways of Working: How effectively does the agency adopt agile methodologies for rapid, iterative development?
• Cross-Functional Alignment: Are silos broken down to enable collaboration across departments and disciplines?
• Organizational Structure: Does the agency foster a digital-friendly culture, develop digital skills, and attract/retain talent?

3. Data and Technology

• Data Availability and Use: Is data collected, managed, and leveraged to drive transformation?
• Analytics and Measurement: Are analytics used to track progress, inform decisions, and generate actionable insights?
• Tech Infrastructure and Enablers: Does the agency have the right technology foundation—cloud, AI, IoT—to support its goals?

The DTI uses a five-point scale to assess where agencies stand:

1. Digital Novice: Early exploration, limited strategy, isolated initiatives
2. Digital Learner: Experimentation, emerging strategy, some benefits realized
3. Digital Striver: Clear strategy, integrated initiatives, tangible results
4. Digital Leader: Mature strategy, full integration, ongoing innovation
5. Best-in-Class: Trailblazers shaping the digital landscape, recognized for excellence

The DTI is more than a diagnostic tool—it’s a catalyst for action. Agencies can use their DTI results to:

• Map a digital transformation roadmap tailored to their unique context
• Prioritize investments in areas with the greatest potential for impact
• Benchmark against industry standards to identify where they lead or lag
• Foster a culture of continuous improvement by tracking progress over time

Digital transformation is not a one-time project but an ongoing journey. Agencies that excel use the DTI to create a virtuous cycle: measure, learn, improve, and repeat. By making digital maturity visible and measurable, the DTI helps democratize insights across teams, align stakeholders, and embed a culture of data-driven decision-making.

Agencies leveraging the DTI have seen tangible benefits:

• A U.S. government department used DTI insights to redesign its mobile app, focusing on accessibility and user feedback. The result: over a million downloads and a 4.8-star rating, with rapid iteration based on real-world data.
• A global public sector client adopted the DTI to break down silos, align teams, and standardize KPIs. This led to a 300% increase in digital service launches and a 200% improvement in time-to-market for new innovations.
• A state agency used the DTI to identify gaps in data infrastructure and prioritize investments in cloud and analytics, enabling more responsive and transparent citizen services.

• Design for digital from the start: Don’t retrofit digital onto legacy processes—reimagine services for a digital-first world.
• Let data lead the way: Use data to inform decisions, measure outcomes, and drive continuous improvement.
• Think platform, not just product: Build flexible, scalable foundations that enable ongoing innovation.
• Put citizens at the center: Design services that are accessible, intuitive, and responsive to real needs.
• Plan for the future: Anticipate trends, invest in skills, and foster a culture ready for change.

The Digital Transformation Index is more than a measurement tool—it’s a roadmap to digital excellence. By providing a clear, actionable framework, the DTI empowers public sector agencies to understand their digital maturity, identify opportunities, and chart a path to lasting impact. Whether you’re just starting your digital journey or striving to become best-in-class, the DTI offers the guidance and benchmarks needed to succeed in a rapidly evolving world.

Ready to assess your agency’s digital maturity and unlock new possibilities? Let’s shape the future of public sector services together.

Relevant Links

• Product Management: Seizing Opportunity and Value Across the Public Sector
• Product Management: Seizing Opportunity and Value Across the Public Sector
• Exploring Product Management for State and Local Government Transformation
• La mentalidad de producto en el sector público latinoamericano: Clave para la transformación digital sostenible (LATAM)
• Adopter une mentalité produit dans le secteur public européen : catalyseur de transformation et de valeur durable (Europe)