The GC Index
  • Business Strategy
  • Culture Transformation Programmes
  • Digital Transformation

What is it?

The TM Forum Digital Maturity Model (DMM) is an online tool that helps define what ‘digital transformation’ means for your particular organisation and aids the organisation in navigating its own digital transformation journey.

The digital revolution creates both significant opportunities and threats. Impacting every industry, service providers can embrace significant growth opportunities by looking beyond connectivity. At the same time, commoditization and digitalization of connectivity services have created an urgency to dramatically simplify and transform the efficiency of the existing business.

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Digital Maturity Model Overview

This online tool offers a practical approach to transformation. It has been crafted over the course of many months by industry thought-leaders.

CSPs, technology companies, and global advisory firms that have pooled their knowledge and experience to create a model that can be used to identify possible investment priorities and manage the journey itself, step-by-step.

The model is split into five dimensions:

  • Customer – Providing an experience where customers view the organization as their digital partner using their preferred channels of interaction to control their connected future on and offline.
  • Strategy – Focuses on how the business transforms or operates to increase its competitive advantage through digital initiatives; it is embedded within the overall business strategy.
  • Technology – Underpins the success of digital strategy by helping to create, process, store, secure and exchange data to meet the needs of customers at low cost and low overheads.
  • Operations – Executing and evolving processes and tasks by utilizing digital technologies to drive strategic management and enhance business efficiency and effectiveness.
  • Culture, People, and Organization – Defining and developing an organizational culture with governance and talent processes to support progress along the digital maturity curve and the flexibility to achieve its growth and innovation objectives.

By asking people across the entire organization to assess the company’s maturity in each of these areas, you can identify where transformation or improvement is needed and where investment is required.

The model has the flexibility to account for differences in your visions, strategies and business imperatives allowing you to baseline your existing digital maturity capabilities and create a ‘go to’ target level of digital maturity.

Each of these five dimensions contains sub-dimensions representing different aspects of digital maturity. Each sub-dimension contains a number of criteria statements, 110 in total, that can be rated to provide a view of your current level of digital maturity and a target level.

Driving Real Business Outcomes

The output of the DMM is an organizational heatmap that acts a common communication dashboard for both highlighting the digital capabilities that need to be matured within the organization and to provide a view of the progress achieved once the next transformation programme phase has been delivered.

‘Digital Transformation’ is a loose term meaning many different things to many different organizations. Utilizing the DMM allows digital transformation to be defined for the actual organization and a programmatic path to delivering the digital capabilities that are desired to achieve the business outcomes required.

The GC Index and Digital Maturity Model

How effectively are teams delivering transformation in your business? Does everyone understand how they can impact the process of transformational change? Is your organizational culture nurturing the change that needs to happen?

The GC Index® underpins the TM Forum Digital Maturity Model by providing the language and framework to show how different individuals will make a positive impact in their role, on projects, and in teams during different stages of a digital transformation journey

How The GC Index enhances your digital journey:
  • Shifts traditional business and operating models, cultures and infrastructures
  • Develops new ideas into digital services and revenue streams
  • Creates a common language of impact and innovation
  • Aligns everybody to make an impact on the digital transformation journey

Our Testimonials

We now have an industry standard TM Forum Digital Maturity Model built from a wealth of know-how and expertise from the communications industry. The Digital Maturity Model is a great way of uncovering of what is important for organizations to consider on planning for their own digital journeys, helping them benchmark where they sit in their digital journey across their organizations and articulating the way forward with a common language across all stakeholder groups. We’ve been very much involved in helping to create it and we expect to continue to work closely with TM Forum to drive the evolution of the Digital Maturity Model.

Merve Oral, Management Consultant, Detecon International GmbH


Becoming a ‘truly-digital’ telco cannot be fulfilled until the objectives around digitization or all aspects of transformation as defined by the TM Forum Digital Maturity Model (DMM) are achieved.

Muhammad Yasir Shahab, Enterprise Customer Experience Excellence, STC


Vodafone sees great value in the work being done through TM Forum on Digital Transformation. The Digital Maturity Model builds on the common vocabulary already provided through Frameworx and we see it as a valuable resource to guide member companies through their Digital Transformation.

Lester Thomas, Chief IT Systems Architect, Vodafone

In Orange, we are proud and happy to contribute to the definition of the TM Forum Digital Maturity Model within our business and IT excellence initiatives. We expect to use this tool to assess and benchmark our digital maturity in our various operations. The whole industry will benefit from it.

Laurent LeBoucher, VP APIs & Digital Ecosystems, Orange


Through industry collaboration across the globe, TM Forum has delivered an open, impartial and authoritative industry standard Digital Maturity Model.  Huawei looks forward to using it to accelerate digital transformation of our customers, and enhance Huawei product development strategies.

Lee Yee, VP Carrier Business Group, Software Marketing and Solution Sales, Huawei


“The digital transformation of the industry is already coming. TM Forum’s Digital Maturity Model will be very helpful to tell CSPs where we are and how we are on this way. Then we can make the right decisions and right measures on our way forward.” (Wang Ye, Vice Director of OSS Department, China Mobile Group)

Wang Ye, Vice Director of OSS Department, China Mobile Group


“The industry is ever transforming. We are happy to endorse TM Forum’s Digital Maturity Model as this model will bring tremendous benefits to the industry in helping operators to set up proper benchmarking to assess their digital maturity level through different dimensions in terms of strategy, customer, operations, technology and culture.” (Wang Guirong, Director of Planning and Standardization Division, Corporate IT Department, China Telecom Group)

Wang Guirong, Director of Planning and Standardization Division, Corporate IT Department, China Telecom Group