Public Service Framework (MO0008)

Establishing a legally binding framework of public services
September 2018 – June 2020
Lead implementing agency/actor
Ministry of Administration Reform and Civil Service (MFPMA)
Commitment description
What is the public problem that the commitment will address?
Currently, public services are framed by different legal mechanisms (laws, decrees, circulars, orders, and memos). In many cases, these legislative texts are not respected: when it involves additional rules and stakeholders, requests for supporting documentation and fees, etc. Furthermore, rules related to public services are not always openly published and accessible to the public. This situation creates an imbalanced relationship between the citizen and the administration, which leads to abuse of power and corrupt practices. This situation can be avoided by setting a regulatory framework that requires government bodies to transcribe terms and
conditions as well as rules, and necessary steps for public service delivery. They will help citizens react to any difference or discrepancy between the provision of an administrative service and what has been published.
What is the commitment?
The commitment involves provisions to be included in the public services charter, stated in Article 157 of the Constitution, which will: Require government bodies to transcribe terms and conditions, as well as rules and steps necessary for public service delivery, using a uniform and standardised model, posted on the national public services portal Enforce the publication of what has been transcribed on the national public services portal and any other available medium to enable users to obtain the information they need. This will help them perform an act or access a public service Update data on public services posted on the national public services portal following any change or modification Ensure the respect of terms, conditions and rules related to public services published on the national public services portal or any other means of official communication or publication; see the “Principle of Enforceability” Require public servants, in charge of delivering public services, to perform their tasks in a way that respects what has been communicated to users through the national public services portal or any other official means of publication or posting Enable users to react to any difference or discrepancy between the delivery of a public service and what has been published. This commitment will also: Establish a binding legal framework for government bodies with regard to public services delivered. Improve the transparency of the services provided by government bodies Force government bodies to remedy any abuses resulting from the non-respect of services published on the national public services portal "service-public.ma".
How will the commitment contribute to solve the public problem?
The implementation of this commitment will provide a binding legal framework. Its application will force government bodies to normalise publish and respect public services, subject to sanctions. Thus, citizens will make sure that services consulted will be respected. If not, they will have legal guarantees to enforce the respect of these rules.
Why is this commitment relevant to OGP values?
The relevance of this commitment arises from the obligation to ensure transparency of public services delivered by each government body on the one hand, and to transcribe and publish all public services provided to users on the web portal “servicepublic.ma”, on the other. Thus, government bodies must provide users with reliable, clear information about public services delivery, thereby enabling them to react to any difference or discrepancy from what has been
published. This commitment would also push for better accountability as it enables service users to demand the public administration to respect the established guidelines.
Additional information Related commitment: Commitment 10
Milestone Activity with a verifiable deliverable
Inserting the project’s provisions in the public services charter
September 2018 October 2018
Sharing the charter with all stakeholders
November 2018 December 2019
Adopting the charter
January 2019 June 2020
Contact point details
Name of contact point (project manager)
Mr Hatim MOURADI
Position/ department
Head of Division of Innovation and Modernisation Programmes / Ministry of Administration Reform and Civil Service (MRAFP)
Email and telephone
h.mouradi@mmsp.gov.ma / 00212 5 37 67 99 61
Other actors involved
Government bodies The judiciary Territorial authorities Public institutions and any other legal person under public law Any other public or private entity in charge of public service delivery
Non-governmental associations and organisations