Services Indicator

Services Indicators


The e-Government Program (YESSER) launched several government services indicators. These indicators are considered an effective tool to measure the performance and progress of government agencies with respect to the e-government services. They help each government agency identify its services  and develop a roadmap to convert them from traditional to e-services while enhancing their maturity level.

Types of available indicators:

1-Number of government services: This indicator measures number of traditional services  that are still delivered in a traditional manner ( the customer has to make a physical visit to the government agency to get the service). The indicator compares traditional services to the services that are transformed to e-services. Furthermore, it measures the number of government services targeting  each customer.
2-Maturity level: The maturity level indicator measures the level and degree of maturity with respect to delivery of e-Government services. Maturity is realized only by effective change, simplification and automation  of internal business processes of the government agency.
3-Magnitude of using e-Government services: This indicator measures the magnitude of using  e-channels to access government services as compared to traditional channels.

E-services four maturity levels:​

1-Informational service: Provides information about the service including service description and prerequisites (e.g. service request form, if any).
2-Interactive service: One-way interaction from the customer to the government agency. The agency should provide an e-form through the e-channels for the customer to prepare and send online to the government agency. However, the customer should visit the government agency to finalize procedure and avail the service.
3-Transactional Service: Two-way interactive service from the customer to the government agency and vice versa. The government agency provides the customer with an e-form for preparation and sending to the agency. The agency completes  processing inside the agency and delivers  the service  to the customer who will not be required to make a physical visit to the agency. 
4-Transformational service:  Two-way interaction – from the customer to the government agency and vice versa. The customer prepares and sends an e-form provided by the agency. The agency completes the entire processing inside and outside the agency availing integrated services with outside parties until  the complete service is delivered without the need for a physical visit by the customer to the agency.




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