Beirut, 5 April 2025--In a significant step toward advancing digital transformation in the Arab region, the United Nations Economic and Social Commission for Western Asia (ESCWA) today launched the 2024 Government Electronic and Mobile Services Maturity Index (GEMS 2024), with the participation of 17 Arab countries.
The index focuses on three key dimensions: Service availability and development; service uptake and satisfaction, and Government outreach and engagement efforts.
This annual assessment aims to highlight major achievements and challenges in the digital government space.
Saudi Arabia and the United Arab Emirates topped the index with scores of 96% and 95%, respectively, reflecting their strong commitment to advancing national digital transformation agendas.
The report indicated that the Arab region made overall progress, with the average maturity score rising from 43% in 2023 to 45% in 2024. This improvement signals a tangible enhancement in the quality of digital services provided by government institutions to citizens and businesses, contributing to greater efficiency in public service delivery.
ESCWA GEMS project lead Nawar Al-Awa, pointed to the persistent digital divide between highly mature countries and those still in the early stages of digital development. This gap widened from 91% in 2023 to 95% in 2024, largely due to disparities in national resources and challenges in adopting modern technologies.
The report also analyzed the performance of various sectors, noting that education, labour, utilities, and interior ministries led to achieving advanced levels of digital maturity. In contrast, the health and tourism sectors still require further efforts to maximize the benefits of digital technologies.
Moreover, the report observed growing interest across the region in applying emerging technologies such as artificial intelligence, blockchain, and cloud computing. However, the actual use of these technologies in government service delivery remains limited and requires further support and expansion.
Al Aoua also emphasized the importance of enhancing digital accessibility for persons with disabilities, and increasing reliance on mobile applications, noting that online portals are still the primary channels for digital government services.
Conducted annually since 2019, the GEMS Index is a vital reference for policymakers in the region. It evaluates the level of development of digital government services across Arab countries and helps guide national efforts to improve them through a comprehensive assessment that covers 100 core government services.
The report urged Arab countries to strengthen knowledge sharing and regional collaboration to fast-track inclusive digital transformation and ensure that all nations benefit equitably from technological advancements.
