Transformation Solutions

Digital Maturity Model & Survey Design for Government Transformation Projects

Challenge

A digital transformation consultancy engaged in multiple government RFP contracts required a framework to measure digital maturity and readiness across agencies.

During the discovery phase (Double Diamond: Discover → Define), the team needed to:

• Design robust surveys and scoring rubrics for assessing transformation progress.

• Develop a Digital Maturity Model that accurately reflected each agency’s capabilities.

• Extract actionable insights from survey data to shape policy and implementation roadmaps.

• Ensure methodological consistency and compliance with public-sector governance and privacy requirements.

The challenge was to create a standardized, repeatable assessment approach that could apply across diverse agencies while maintaining analytical rigor and transparency.

Solution

Harmonic designed an end-to-end Digital Maturity & Insights Framework for government transformation agencies — connecting survey design, data analysis, and actionable insight generation within a structured maturity model.

1. Framework Architecture & Dimension Definition

• Identified seven key pillars of digital maturity:

  1. Digital Strategy & Leadership

  2. Customer Experience

  3. Operational Efficiency

  4. Data & Analytics

  5. Technology & Infrastructure

  6. Digital Culture & Skills

  7. Innovation & Agility

• Defined five maturity levels (Ad Hoc → Emerging → Defined → Managed → Optimized), with detailed behavioural and capability descriptors.

• Embedded governance and policy compliance checkpoints aligned with DTA digital principles and CPS 230 operational risk guidelines.

2. Survey & Scoring Design

• Created multi-layered survey templates combining closed-ended (Likert scale) and open-ended qualitative questions.

• Developed scoring rubrics with quantitative and qualitative weighting to capture both performance metrics and cultural indicators.

• Established calibration guidelines to ensure consistent scoring across departments and assessors.

• Integrated GDPR-style consent and privacy compliance measures for data collection.

3. Data Analysis & Insights Methodology

• Designed a three-stage analytical process:

  • Data Cleaning & Validation — normalization of survey responses, identification of outliers.

  • Quantitative Analysis — statistical scoring, trend analysis, and maturity index computation.

  • Qualitative Thematic Coding — automated text analysis for pattern recognition (e.g., leadership gaps, process bottlenecks).

• Introduced data visualization templates for dashboards showing maturity heatmaps, comparative benchmarking, and delta progress tracking.

4. Maturity Model Deployment & Roadmapping

• Produced agency-level maturity assessments with tailored recommendations.

• Designed transformation roadmaps structured into short-, medium-, and long-term objectives with measurable KPIs.

• Integrated feedback loops to reassess maturity annually, ensuring the model evolved with digital adoption trends.

5. Reporting, Governance & Action Enablement

• Developed standardized reporting templates including key findings, actionable insights, and compliance summaries.

• Linked insights to funding justification and prioritization frameworks, enabling agencies to support business cases for digital investment.

• Established continuous improvement feedback mechanisms for evolving the survey design and analytical engine.

Key Deliverables

• Digital Maturity Model Framework (7 dimensions × 5 levels).

• Survey Toolkit with scoring rubrics, weighting, and compliance checklist.

• Data Analysis & Visualization Methodology (quantitative + qualitative).

• Transformation Roadmap Template with KPIs and time horizons.

• Reporting Framework linking findings to actionable improvement plans.

Client Benefits

• Provided government agencies with a structured lens to assess digital readiness.

• Enabled data-driven decision-making in digital investment prioritization.

• Increased transparency and accountability across transformation initiatives.

• Improved maturity benchmarking consistency across agencies.

• Delivered a repeatable model supporting ongoing capability uplift.