Digital Maturity Survey for Service Providers

One of the most important steps in a company’s digital transformation journey is the objective evaluation of its current processes.
This survey has been designed to analyze the level of digitalization within your organization’s business processes and to identify opportunities for improvement.

After completing the survey, a Digital Maturity Assessment Report tailored to your industry will be shared with you based on your responses.
With this report, you will be able to:

• View the overall status of your current digital processes
• Identify areas with potential for improvement
• Evaluate opportunities to increase your operational efficiency

The information you provide will be used solely for this assessment and reporting process.

Estimated time to complete the survey: approximately 2 minutes.

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Full Name *

E-mail *

Company Name

This survey measures your company’s capabilities in managing Customer Relationships, Recurring Revenue Models, and Service Contracts. (Scoring for Response Options: 1 = Never/Manual, 5 = Fully/Integrated)

Section A: Resource, Project, and Contract Management

This section measures the planning of human resources required for service delivery and the associated financial controls.

A1. Is Resource Planning (personnel assignment) performed automatically, taking into account employees' current competencies, certifications, and project workload? *

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A2. Are project/contract labor costs compared against the budget to track real time profit/loss status and variances instantaneously? *

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A3. Are customer contract renewal dates, price escalations, and discount conditions managed within a centralized system, and are automated alerts provided? *

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A4. Is revenue generated from project and service contracts automatically recognized in the Accounting (Finance) system according to the correct timing and method (e.g., IFRS 15)? *

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A5. During the quoting/bidding phase, can the estimated costs and availability of the resources to be assigned to the project be viewed in real-time? *

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Section B: Service Delivery and SLA Monitoring

This section measures service quality, compliance with Service Level Agreements (SLAs), and process efficiency.

B1. Is the SLA (Resolution Time) performance for all customer requests (Helpdesk, Incident Reports) automatically measured and reported? *

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B2. Can field technicians or consultants start and complete work orders on their mobile devices at the service location (on-site) and obtain digital customer approval? *

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B3. For recurring services (e.g., monthly maintenance, license renewals), is billing executed automatically based on defined periods and conditions? *

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B4. Is the transition of a service from one phase to another, or its final closure, enforced by the system only after all necessary quality and documentation checks are completed? *

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B5. Are customer complaints and service satisfaction data automatically linked to the specific project/contract record where the service was provided? *

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Section C: Asset/Equipment and Financial Asset Management

This section measures the management of equipment tied to the services provided and the administration of post-service processes.

C1. Is the inventory and history of equipment (hardware, servers, software licenses) belonging to the customer or used for the service tracked in a centralized system? *

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C2. Can field technicians view the stock status of spare parts or licenses used for service operations in real-time via mobile devices? *

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C3. Are the processes for decommissioning and disposing of assets (hardware/equipment) that have reached the end of their contract or have malfunctioned managed within the system? *

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C5. Are employees' travel expenses integrated into the system on a project/contract and task basis through automated approval processes? *

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C5. Are the legal labeling, ingredients, and allergen information of your products automatically managed and controlled according to the regulations of the exporting country? *

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Create the summary report