E-Government Maturity Model: From Assessment to Action

Across the federal government, the lead issue on agency managers' IT agenda is how to establish the business case for e-government efforts and then measure their performance. The goal? To ensure improved services to citizens.

"The challenges to developing an e-government program are many," says Booz Allen Senior Associate John Low. "Our clients are looking to us to provide them with an integrated framework for thinking about e-government and a practical approach for moving forward."

So, Low and others at Booz Allen designed the E-Government Maturity Model to help organizations baseline their e-government readiness, develop a strategic approach, and then move through a course of action tailored to their own specific requirements.

Four Maturity Levels

The model describes levels of e-government maturity from Level 1 — initial planning for e-government processes — through Level 4 — full implementation and compliance with applicable laws, regulations, and other governmental mandates. "At each level the model identifies major activities that need to be undertaken in four areas — customer relationship management, organizational capability, enterprise architecture, and security and privacy," says Michael Farber, Booz Allen principal and leader of the IT strategy and business management area. The model also outlines the ways these activities are integrated to ensure a consistent, coordinated approach to e-government.

Encouraging Enterprise Partnership

Besides providing a high-level blueprint for development of a fully mature e-government program, the model encourages enterprise-wide direction and thinking. Says Low, who used it to help the Department of Labor develop its e-government strategic plan, "The model offers a framework in which the partnership between the business and technology sides can flourish."

• Better serve their customers
• Develop an e-government program and action plan
• Prioritize e-government related activities
• Ensure that the business and technology components of the organization work together effectively to develop and meet e-government goals.

View the E-Government Capability Maturity Model