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Model 19 of 74 · Operations & Delivery

Digital Transformation Maturity Assessment

Assess how far your organisation has progressed in embedding digital thinking, tools, and ways of working into the core of how it operates and delivers value.

Pillars & areas

Strategise

Chart the course

  1. 01Digital Strategy & Vision
  2. 05Digital Culture & Skills

Transform

Reshape the work

  1. 02Customer & User Experience
  2. 06Process Digitisation & Automation

Enable

Build the platform

  1. 03Data-Driven Decision Making
  2. 04Technology & Architecture

Levels

  1. 1AnalogueManual & paper-based
  2. 2DigitisingMoving to digital
  3. 3Digital-FirstEmbedded in everything

01 Digital Strategy & Vision

Does your organisation have a clear, shared view of what digital transformation means and where it is heading?

0/4 answered

DS-1How clearly has your organisation articulated what digital transformation means for its specific context?

Think about whether there is a shared definition that people across the business understand, or whether 'digital transformation' is just a buzzword.

DS-2How is investment in digital initiatives prioritised and funded?

Consider whether digital projects compete for leftover budget, or whether there is deliberate funding aligned to strategic outcomes.

DS-3Who owns digital transformation in your organisation?

Think about whether there is clear accountability at a senior level, or whether digital is everyone's job and therefore nobody's job.

DS-4How does your organisation track whether its digital transformation is actually delivering results?

Consider whether you measure outcomes like speed, cost, or customer satisfaction — or just track whether projects were delivered on time.

02 Customer & User Experience

How well does your organisation use digital to understand and improve the experience for customers and internal users?

0/4 answered

CX-1How does your organisation gather and act on feedback from customers or end users of digital services?

Think about whether feedback is collected systematically and actually changes things, or whether it is sporadic and ignored.

CX-2How consistent is the experience across your organisation's digital channels?

Consider whether a customer or employee moving between your website, app, email, and internal tools gets a seamless experience or a fragmented one.

CX-3How much of your customer or user journey can be completed digitally without manual intervention?

Think about whether key interactions — onboarding, purchasing, support — still require phone calls, paper forms, or email chains.

CX-4How well does your organisation personalise digital experiences based on user needs or behaviour?

Consider whether everyone sees the same generic experience, or whether content and services adapt to who the user is and what they need.

03 Data-Driven Decision Making

How effectively does your organisation collect, manage, and use data to inform decisions at every level?

0/4 answered

DD-1How accessible is operational and performance data to the people who need it?

Think about whether people can get the data they need when they need it, or whether it requires a request to IT or a manual report.

DD-2How does your organisation ensure data quality and consistency across systems?

Consider whether you trust the numbers in your reports, or whether different systems show conflicting information.

DD-3To what extent do leaders use data rather than intuition when making strategic decisions?

Think about whether major decisions are backed by evidence and analysis, or whether they are driven primarily by experience and gut feel.

DD-4How does your organisation use predictive or advanced analytics?

Consider whether you only look at what has already happened, or whether you use data to anticipate what is likely to happen next.

04 Technology & Architecture

How modern, flexible, and well-managed is the technology foundation that underpins your digital ambitions?

0/4 answered

TA-1How would you describe the state of your core business systems?

Think about whether your critical systems are modern and well-supported, or whether they are ageing, fragile, and difficult to change.

TA-2How well do your systems and applications integrate with each other?

Consider whether data flows automatically between systems, or whether people spend time re-keying information or emailing spreadsheets between teams.

TA-3How does your organisation manage technical debt?

Think about whether shortcuts and workarounds have accumulated to the point where they slow everything down, or whether they are actively managed.

TA-4How quickly can your organisation deliver new or improved digital capabilities when the business needs them?

Think about the time between a team identifying a digital need — a new form, report, integration or service — and something usable being in people's hands.

05 Digital Culture & Skills

Does your organisation have the mindset, skills, and ways of working needed to thrive in a digital world?

0/4 answered

DC-1How comfortable are people across your organisation with adopting new digital tools and ways of working?

Think about whether new tools are met with enthusiasm and curiosity, or with resistance and complaints.

DC-2How does your organisation build digital skills across non-technical teams?

Consider whether digital literacy is expected only of IT, or whether marketing, finance, operations, and other teams are also developing digital capabilities.

DC-3How does your organisation encourage experimentation and learning from failure?

Think about whether trying something new and failing is punished, tolerated, or genuinely celebrated as a learning opportunity.

DC-4How effectively do cross-functional teams collaborate on digital initiatives?

Consider whether digital projects bring together business, technology, and design people, or whether they are thrown over the wall between departments.

06 Process Digitisation & Automation

How far has your organisation progressed in digitising manual processes and automating repetitive work?

0/4 answered

PA-1How much of your organisation's core operational work still relies on manual, paper-based, or spreadsheet-driven processes?

Think about the processes that keep the business running day-to-day — are they digitised, or are people still printing, scanning, and emailing documents?

PA-2How does your organisation identify and prioritise processes for automation?

Consider whether automation is opportunistic — someone discovers a tool and automates their own task — or whether there is a deliberate strategy.

PA-3How well does your organisation manage the handoffs between human work and automated processes?

Think about whether automated steps and human steps are joined up smoothly, or whether things fall through the cracks at the transition points.

PA-4How does your organisation measure the impact of digitisation and automation efforts?

Consider whether you know what time, cost, or quality improvements your automation has actually delivered, or whether it is assumed to be working.

Self-assessment report

Digital Transformation

Answer the questions above and your report builds here: an overall score, a score and target for each area, and the three changes that matter most.

About this model

About the Digital Transformation maturity model

Digital transformation is not about technology — it is about fundamentally rethinking how an organisation creates and delivers value in a world where digital capabilities are the norm. Too many organisations treat transformation as a technology upgrade project: replacing old systems, buying new platforms, and hoping the rest takes care of itself. Real transformation changes how people work, how decisions are made, and how the organisation responds to change.

This model assesses digital transformation across the dimensions that actually determine success: strategy, customer experience, data, technology, culture, and process automation. It is designed to surface the gaps between having digital tools and genuinely operating as a digital organisation — because buying the software is the easy part.

The goal is not to reach the highest level in every area, but to understand where you are, where you need to be, and what is holding you back. An organisation that is honest about being at Level 1 in several areas is in a far stronger position than one that assumes it is further along than it really is.

24 questions across 6 key areas, covering the full spectrum of digital transformation from strategy through to execution. Takes approximately 10-15 minutes to complete.

Suitable for organisations at any stage of their digital journey — from those just beginning to consider what digital means for them, to those well into multi-year transformation programmes.

Who this assessment is for

  • Chief Digital Officers and transformation leads
  • CIOs, CTOs, and technology leaders
  • Business unit leaders responsible for modernisation
  • Programme managers overseeing digital initiatives
  • Strategy and operations leaders assessing organisational readiness
  • Board members seeking an honest view of transformation progress

The three maturity levels

  • Level 1 — Analogue: The organisation relies heavily on manual processes, paper-based workflows, and legacy systems. Digital tools may exist in pockets, but adoption is uncoordinated and driven by individual initiative rather than strategy. Data is siloed, customer experiences are fragmented, and the culture resists change. Most decisions are made on gut feel, and there is no shared vision for what digital transformation looks like.
  • Level 2 — Digitising: The organisation is actively moving key processes and services onto digital platforms. A strategy exists, budgets are allocated, and cross-functional teams are forming around digital priorities. Core systems are being modernised, data is becoming more accessible, and there is growing awareness that digital is not just IT's problem. However, digital thinking has not yet fundamentally changed how the organisation designs services, makes decisions, or operates day-to-day.
  • Level 3 — Digital-First: Digital is embedded in the organisation's strategy, culture, and daily operations. Processes are automated by default, data drives decisions at every level, and customer experiences are seamlessly digital. The technology architecture is modern and flexible, cross-functional teams are the norm, and continuous experimentation is part of how work gets done. The organisation does not just use digital tools — it thinks and operates digitally.

The 6 areas assessed

  1. Digital Strategy & Vision — Does your organisation have a clear, shared view of what digital transformation means and where it is heading?
  2. Customer & User Experience — How well does your organisation use digital to understand and improve the experience for customers and internal users?
  3. Data-Driven Decision Making — How effectively does your organisation collect, manage, and use data to inform decisions at every level?
  4. Technology & Architecture — How modern, flexible, and well-managed is the technology foundation that underpins your digital ambitions?
  5. Digital Culture & Skills — Does your organisation have the mindset, skills, and ways of working needed to thrive in a digital world?
  6. Process Digitisation & Automation — How far has your organisation progressed in digitising manual processes and automating repetitive work?

How this model relates to other frameworks

  • MIT Sloan / Capgemini Digital Transformation Framework
  • McKinsey Digital Quotient (DQ)
  • TM Forum Digital Maturity Model (developed with Deloitte)
  • World Economic Forum Digital Transformation Initiative

Frequently asked questions

What is the Digital Transformation maturity model?

Assess how far your organisation has progressed in embedding digital thinking, tools, and ways of working into the core of how it operates and delivers value. It is an original, simplified model with three maturity levels (Analogue, Digitising and Digital-First), assessed through 24 questions across 6 areas: Digital Strategy & Vision, Customer & User Experience, Data-Driven Decision Making, Technology & Architecture, Digital Culture & Skills and Process Digitisation & Automation.

How long does the Digital Transformation assessment take?

Most people finish in 10–14 minutes. Each of the 24 questions has three concrete answer options. Your progress is saved in the page URL, so you can bookmark it and come back later.

How is the score calculated?

Each answer scores 1 (Analogue), 2 (Digitising) or 3 (Digital-First). An area's score is the average of its answered questions, and the overall score is the average of the area scores, so every area counts equally. Scores run from 1.0 to 3.0.

Is my data stored or shared?

No. Your answers are never sent to a server. They are stored only in the page URL, which you control. Copy the link to share results with colleagues, or export a PDF or CSV report.

How should I use the results?

Start with "Where to focus" in your report. It lists the questions with the biggest gap to the target you set for each area, and shows what the next level looks like in practice. For a fuller picture, ask several people from different teams to complete the assessment and compare their links. Differences in perception are often as revealing as the scores themselves.