政府电子和移动服务（gems）成熟度指数

Launched by: About UN-ESCWAThe United Nations - Economic Commission for Western Asia (UN-ECWA) was established in 1973 pursuant to the Economic and Social Council’sresolution 1818 (LV). The purpose of setting up the Commission was to raise the level of economic activity in member countries and strengthencooperation among them. It was also intended to meet the need of the countries in Western Asia for the services of a regional economic commissionto promote the development efforts in the region.In recognition of the social component of its work, the Commission was entrusted with new responsibilities in the social field by virtue of Economicand Social Council resolution 1985 /69 in 1985. Its name therefore became the Economic and Social Commission for Western Asia (UN-ESCWA).UN-ESCWA comprises 17 Arab countries in Western Asia: Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Morocco, Oman, Palestine, Qatar,Saudi Arabia, The Sudan, The Syrian Arab Republic, Tunisia, The United Arab Emirates and Yemen and pursues a set of clearly laid out objectives:•To support economic and social development in the countries of the region•To promote cooperation between the countries of the region•To encourage interaction between member countries and promote the exchange of experience, best practice and lessons learned•To achieve regional integration between member countries, and to ensure interaction between Western Asia and other regions of the world•To familiarize the outside world with the circumstances and needs of the countries in the regionThe UN and the UN-ESCWA have traditionally played a major role in supporting and measuring the modernization agendas of Governments andtheir administrations. This extended to the area of electronic Government (eGovernment) and digitization over the past decades when these topicsbecame more and more relevant. The UN itself has established a tradition with measuring global eGovernment maturity through its biannualeGovernment Development Index. 1 of 8Governments Adapt to a Digital WorldThe Index is intended toimprove constituents’ qualityof life by promoting a citizen-centric view and highlightingwhat drives satisfaction withdigital government services.As governments strive to provide quality services to citizens and businesses, they are facing high expectations. In anage of digital everything, most people expect the same seamless, convenient transactions with their governments thatthey receive from retailers, banks, and other private-sector entities. In response, governments worldwide have launchedeGovernment initiatives, spending heavily on large-scale digital transformation programs. These programs have driventhe development of key enabling factors such as ICT infrastructure and human capabilities to ensure governments havethe right capabilities to implement and operate the latest technologies.Yet the ever-increasing pace of digitization means that governments must constantly evolve to keep up. The advent ofmobile computing, cloud computing, social media, and other technologies makes digitization an ongoing challenge forgovernments. Newly emerging technologies call for massive investments, and leaders keep asking for proof of tangiblebenefits in terms of government efficiency and customer satisfaction.Various organizations have developed and established metrics to see how well governments are meeting the challenge.The resulting indices and reports measure the digital maturity of countries and their governments by using proxies suchas availability of ICT infrastructure. However, they do not do enough to determine whether governments are offeringcitizen-centric services—for example, by measuring usage of eServices and mServices as well as customer satisfactionwith these services.To fill that gap, UN-ESCWA led an initiative to develop the Government Electronic and Mobile Services (GEMS) MaturityIndex. By focusing on the provision of services, the Index is intended to improve constituents’ quality of life, promoting aconstituent-centric view and determining users’ satisfaction with the delivery of digital government services. It will highlightthe need for a full spectrum of electronic and mobile government services and encourage their development. Finally,because it will use granular evidence to assess electronic and mobile service delivery, the Index will allow for the accuratemeasurement of digital government services.The GEMS Maturity Index will be rolled out in select Arab countries in 2015, expanded to the entire region in 2016, and willinclude a broader set of UN member states in 2018. 2 of 8Designing an Index Focused on ServicesThe GEMS Maturity Index is an assessment tool for policymakers to measure the level of digitization and sophisticationof their countries’ government services. The tool goes beyond anecdotal evidence and surpasses earlier studies, whichhave generally focused on a high-level assessment of eGovernment as a whole or used ICT infrastructure readiness as a