"www.service-public.ma" is the portal of the Moroccan Administration. It falls under the simplification of administrative procedures and development of electronic government. This bilingual space (Arabic and French) is a means of communicating administrative procedures and improving the relationship of the Administration with its users. Currently, It allows the dissemination of more than 580 administrative procedures.
A first step, regarding the implementation of the first version of the portal, involved the collection of information on administrative procedures and their formalization through a model which has been developed for this purpose. This model has been a subject matter of a study conducted by experts in the area of administrative procedures simplification.
It has taken a period of one year to collect nearly 400 administrative procedures of different departments. Such was a necessary step for the establishment of a reliable database which has contributed to the publication of a manual of administrative procedures.
In 2001, the manual was distributed to all departments for reviewing and updating. The Ministry of Modernising Public Sectors, given its cross-cutting mission, has proceeded at the end of the same year to putting on line the final version of this manual on its corporate web site.
In August 2005, the first version of the Portal was put online with a system of spreading procedures, accessible via a search engine.
Objectives
The portal helps to achieve the main objectives of the process of administrative procedures simplification:
-Inform users of current administrative procedures;
- Facilitate access to practical information for administrative formalities;
- Enhance transparency in the relations of the Administration with its users.
Portal Content
The portal www.service public.ma is a bilingual component (Arabic and French), with two spaces for individuals and professionals.
It provides interaction services that are presented according to two major functions:
A- To inform: through the guide of "administrative procedures", the "online procedures", the "directories" as well as the" Frequently Asked Questions"(FAQ).
The manual of administrative procedures is a way to inform the user on administrative procedures that enable him to know his rights, to do or perform procedures on a daily basis. It consists of 33 themes (14 individuals, 19 professionals) with access to more than 580 sheets (AR + FR) of practical information.
Each fact sheet on administrative procedure has several elements including:
- Required documents
• The departments responsible for receiving applications
• The processing time
• The fees for the procedure
• The departments in charge of the procedure
• The Authority of the procedure
• Legal Foundations
As for the rubric "procedures online", it lists more than 190 online services of different administrations. Links to these services online are organized according to a simple thematic (finance, justice, employment, social security, retirement ...).
The "directories" also provide a real instrument of help to citizens in their search for information and guidance. The directory of officials provides to the users all the information relating to officials, administrative structures (towns and flowcharts), and referrals to the administration that is responsible for providing the requested service.
The portal also publishes the "Directory of Public Websites", (287 Entries) which allows the user to access the websites of public institutions (ministries, offices, training institutions, ...), the "directory of contact information of Utilities" (100 Entries) indicating the postal address, telephone and Internet (mail, web) of administration services and a directory of public call centers (34 entries).
The "FAQ" includes questions / answers that are frequently asked by citizens, they are published in two ways: either as an appendix to the procedure, or directly related to the theme of the FAQ.
B-Listen:
The Administration makes contact with users and listens to their concerns through "your opinion" rubric, and contact us.
Indeed, the your opinion rubric allows the portal to spread continually a content that is adapted to the expectations of citizens and open up new perspectives in favour of diversification of services delivered by the Moroccan public administration.
And thanks to the "contact us" rubric, users can ask the administration about all the administrative information .
Accompanying measures
At the launch of the portal, the MMPS has launched a wide campaign of communication and visibility around the efforts undertaken in the area of the Administration modernization. The components of such campaign are:
A- "IDARATOUK" Program
Through 52 TV shows "IDARATOUK (your administration), of a period of 6 to 12 minutes, using the Arabic dialect and dealing mainly with the administrative procedures the most used, the MMPS seeks to popularize information and administrative procedures so us to reach a wide audience.
B- Information and guidance service
The MMPS has established the information and guidance service as a BackOffice structure of the portal. Indeed, this service provides the answer to incoming emails through the "contact us" rubric and ensures a wide dissemination of information through responses to telephone calls.
Governance
Due to the transversal nature of the portal www.service-public.ma , the collective work of multidisciplinary teams has allowed optimal use of heterogeneous skills.
Indeed, the authority in charge of the above portal is the Ministry of Modernising Public Sectors and the departments are potential contributors to the continuous updating of the portal in terms of administrative procedures.
Future vision of the portal
A-Pooling content with other public web sites (co-branding)
The point is to provide on a public website content and services offered by the portal www.service-public.ma and to enrich them by complementary data and services, so as to offer to the user a single access that is adapted to his context, for his rights and procedures .
B- Point of access to online services (interface of the interconnection gateway)
While it is undeniable that significant progress has been made in information systems at the level of individual departments, great attention should now be paid to the development of the multi-departmental dimension of these systems, so as to enable administrations to work in a more synergic and integrated way.
In this sense, the administration portal would be by excellence, the access point of reference to various electronic services and administrative procedures.
Some figures
More than 1000 visitors per a day.
More than 580 administrative procedures published to date. More than 17.800 e-mails received and processed on the family, paper, transportation, land registration, MRA (Moroccans Residing Abroad), MRM (Foreigners Residing in Morocco), customs, etc..
More than 10 messages processed per a day.
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