176,000 Online Complaints Filed in Morocco During 2024: Average Response Time Revealed
Morocco Sees Improvement in Online Complaint Response Times
Morocco’s digital transformation is showing positive results, with citizen engagement through online platforms like “chikaya.ma” becoming increasingly important. In 2024, the Ministry of Digital Transition and Administrative Reform reported a slight dip in the number of online complaints received, totaling 176,000 compared to 186,000 in 2023. More significantly, the average response time saw a marked improvement, dropping from 25 days in 2023 to 19 days in 2024. This progress highlights the government’s commitment to addressing citizen concerns efficiently and within the legal timeframe of 60 days.
This streamlined approach to public accountability is crucial in the digital age. As more citizens embrace online services, their expectations for responsiveness and transparency also rise. A recent study by the United Nations on e-government emphasizes the importance of citizen engagement and feedback mechanisms for effective governance. (Link to relevant UN e-government report could be added here). Morocco’s efforts to improve response times demonstrate a positive step towards building a more responsive and citizen-centric government.
The “chikaya.ma” portal plays a central role in this process, providing a centralized platform for citizens to voice their concerns and receive responses from various government entities. Currently, 38 ministerial departments, a High Commission, 115 public institutions and companies, and 1,590 local authorities are integrated into the system. This broad participation underscores the government’s commitment to making its services accessible and accountable to citizens across the country. Decree No. 2.17.265 mandates all participating administrations to provide reasoned responses to complaints, regardless of the outcome.
Beyond simply responding to complaints, the system is designed to drive continuous improvement in public services. All administrations are required to submit annual sectoral reports on complaints, observations, and suggestions to the Head of Government and the government authority responsible for administrative reform. A standardized reporting template and explanatory circular have been implemented to ensure consistency and coordination across different departments. The Ministry of Digital Transition and Administrative Reform then compiles these reports, along with data from the “chikaya.ma” portal, to identify areas for reform and enhance the quality of public services.
To further support public administrations in utilizing the complaints system effectively, the Ministry has developed and distributed a comprehensive practical guide. The “chikaya.ma” portal offers 24/7 accessibility, allowing citizens to connect with officials anytime, anywhere. Regular evaluations of the portal’s performance are conducted in collaboration with partners, leading to ongoing improvements in service delivery. This includes training sessions for complaint handling units, system maintenance, and feature enhancements.
The Ministry also confirmed that complaints submitted through individual departmental portals are automatically forwarded to the national complaints registry on “chikaya.ma.” This integration ensures that all complaints, whether submitted electronically or through other channels, are addressed within the stipulated 60-day period. This commitment to timely response and integrated complaint management reflects a broader trend towards digitalization and improved public service delivery in Morocco, aligning with global best practices in e-governance. (Link to a relevant article on global e-governance trends could be added here). As Morocco continues its digital transformation journey, platforms like “chikaya.ma” will play a vital role in fostering citizen engagement and building a more responsive and accountable government.
