Digital Maturity for Inclusion Self-Assessment Tool (DT4I program)

This tool was developed under the DT4I program funded by DGGF
Assess the digital maturity of your organization

By answering the following questionnaire for five key digital maturity dimensions (58 questions, time estimate-20/30 minutes)
Organization

The information in this section will facilitate benchmarking and interpretation of the results for your organization
Organization Name
Respondent Name and position

Full NamePosition
Email
example@example.com
Please check the box below to confirm that you can represent the organization for this assessment and that you have sufficient knowledge of the organization's operating and business model including technology and data maturity levels
Country
Institution Type
Number of Employees
Number of Customers
Portfolio Size
Dimension 1. Digital Leadership and Organization

(10 questions)
(1.1) How mature is the Digital strategy of the organization?
(1.2) To what extent is digital transformation actively discussed or overseen by the Board or senior governance body?
(1.3) How would you describe your organization’s approach to project management (for both digital and non-digital initiatives)?
(1.4) How often are digital projects completed within their originally allocated budget and timeline?
(1.5) How are digital transformation goals communicated and reinforced across the organization?
(1.6) How common is it for staff to contribute to digital projects outside their core responsibilities?
(1.7) How prepared is your organization to handle the sudden departure of its two most senior IT experts, and what measures are in place to ensure business continuity?
(1.8) How are User Experience (UX) roles organized within the organization, and how are they involved in shaping both strategic and operational initiatives?
(1.9) How would you describe the data analytics function and to what extent is it integrated into decision-making processes?
(1.10) What specific gaps in digital leadership and organizational structure do you believe need to be addressed to enhance your organization's maturity?
Sum for 1. Digital Leadership and Organization
Total % Score 1. Digital Leadership and Organization
Evaluation of 1. Digital Leadership and Organizaton
Dimension 2. Innovation Culture and Change management

(7 questions)
(2.1) How would you describe your organization’s approach to partnerships with fintechs or external digital solution providers (e.g., for data, co-innovation, product development)?
(2.2) How does your institution approach the piloting and experimentation of new digital ideas, products, or processes—especially those related to SME finance?
(2.3) What processes or strategies does your organization use to gather, address, and integrate employee feedback during the implementation of new digital initiatives?
(2.4) How would you describe your organization’s use of digital tools for internal communication and productivity (e.g., email, messaging, task/project management, shared drives)?
(2.5) What is the general level of staff resistance to digital initiatives within your organization, and how does your team typically respond to change?
(2.6) What is your organization’s approach to addressing challenges when a digital initiative fails to achieve it's intended objectives?
(2.7) What specific gaps does your organization need to address for innovation culture and change management to strengthen the organization's digital maturity?
Sum for 2. Innovation Culture and Change management
Total % score for 2. Innovation Culture and Change management
Evaluation of 2. Innovation Culture and Change management
Dimension 3. Technology Readiness

(10 questions)
(3.1) How robust, flexible, and configurable is your back-office and core banking system in handling financial operations and regulatory compliance?
(3.2) How flexible and user-friendly is your front-office application for staff and customers?
(3.3) How mature is your API and integration strategy in enabling real-time data consistency and minimizing reconciliations?
(3.4) How robust and secure is your infrastructure in terms of server capacity, scalability, and cybersecurity resilience?
(3.5) What was the average availability of your institution’s core banking system or other mission-critical platforms supporting SME services over the past 12 months?
(3.6) To what extent is your institution’s infrastructure and data environment ready to support the adoption of AI technologies in financial services and operations?
(3.7) How frequently does your organization conduct cyber penetration tests, and how are these efforts aligned with your overall cybersecurity strategy?
(3.8) How resilient is your disaster recovery (DR) and business continuity strategy?
(3.9) How ready is your organization to leverage AI technology for financial services and operations?
(3.10) What specific technology gaps does your organization need to address in order to improve the digital maturity level ?
Sum for 3. Technology Readiness
Total % score for 3. Technology Readiness
Evaluation of 3. Technology Readiness
Dimension 4. Data infrastructure

(7 questions)
(4.1) Does your institution have a formal data governance framework in place (e.g., policies, procedures, governance bodies)?
(4.2) Are data ownership roles (e.g., Data Stewards, Data Owners, CDO) clearly defined and assigned across the institution?
(4.2) How would you describe your institution’s approach to managing and ensuring the quality of its data (including monitoring accuracy, cleansing processes, and regular auditing)?
(4.4) To what extent does your institution maintain and utilize metadata, data dictionaries, and documentation to support data understanding and governance?
(4.2) How would you describe your institution’s data architecture and the level of integration between systems (e.g., core banking, CRM, analytics, reporting platforms)?
(4.3) To what extent is data used beyond reporting to support decision-making (e.g., predictive or prescriptive analytics)?
(4.7) Are data insights embedded into core business processes (e.g., product development, risk scoring, credit decisions)?
(4.8) To what extent does your institution measure and optimize the efficiency of internal processes (e.g., through time tracking, workflow analytics, or process automation tools)?
(4.4) To what extent are self-service analytics tools (e.g., dashboards, BI platforms) accessible, used, and effective in daily decision-making across departments?
(4.5) To what extent does your institution develop or use data models to support strategic use cases (e.g., profitability analysis, customer churn, operational efficiency, or cross-selling)?
(4.6) How effectively does your institution manage data privacy, regulatory compliance and response to potential data breaches?
(4.7) What specific data management gaps do you believe need to be addressed to enhance your organization's digital maturity?
For a more in-depth assessment of the data management in your organization, you can access our separated Data management assessment survey accessible here
Sum for 4. Data management
Total % score on 4. Data management
Evaluation of 4. Digital Management
Dimension 5.Digitalization of SME Financial Services

(19 questions)
(5.1) What is the average turnaround time for SME loan processing in your institution, from submission of a complete application to loan disbursement—and to what extent is this process digitized or automated?
(5.2) To what extent does your institution rely on paper-based processes (e.g., physical forms, signatures, printed documents) in the SME lending journey?
(5.3) How effectively does your institution tailor and digitize the SME lending process for repeat customers compared to new applicants?
(5.4) What percentage of repeat borrowers are processed via fast-track digital workflow?
(5.5) To what extent does your institution use digital channels to acquire SME customers, and how effectively does it track and optimize these channels using quantitative performance indicators?
(5.6) What percentage of total SME leads are generated through digital channels?
(5.7) What percentage of SME loans are originated through digital channels?
(5.8) To what extent does your institution use digital credit scoring models or scorecards in the SME loan decision-making process?
(5.9) What percentage of SME loan decisions are supported by scorecards or data models?
(5.10) What percentage of loan applications are automatically processed/approved?
(5.11) To what extent are SME customer transactions (e.g., account opening, payments, transfers, cash services) available and actively used through digital channels—and are these transactions systematically tracked?
(5.12) What percentage of SME transactions are initiated digitally?
(5.13) What percentage of SME customers are using digital channels?
(5.14) To what extent is your institution taking greater risks in SME financing by offering loan products that are based primarily on cash-flow analysis rather than collateral requirements?
(5.15) What is the percentage of your current SME loan portfolio that is unsecured or based primarily on cash-flow/alternative data models?
(5.16) Please describe the SME market segments (e.g., micro SMEs, youth-led businesses, women-led SMEs, climate focused SMEs) that are eligible for these non-collateralized loan products
(5.17) To what extent does your institution systematically collect and use SME customer feedback to inform the design and improvement of its digital services?
(5.18) What percentage of customer service requests are performed digitally?
(5.19) What specific gaps in SME digitalization does your organization need to address to increase outreach to women-led SMEs, youth-led SMEs and climate focused SMEs?
Sum for 5. Digitalization of SME Financial Services
Total % score for 5. Digitalization of SME Financial Services
Evaluation of 5. Digitalization of SME financial services
TOTAL Digital maturity score
Prioritizing digital initiatives
Where do you believe digital initiatives could have the best impact for your organization and its service to SMEs?

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Assess the digital maturity of your organization

Organization

Dimension 1. Digital Leadership and Organization

Dimension 2. Innovation Culture and Change management

Dimension 3. Technology Readiness

Dimension 4. Data infrastructure

Dimension 5.Digitalization of SME Financial Services

Prioritizing digital initiatives

Would you be interested in additional expert services?