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Morocco

Public Service User Complaint (MO0010)

Overview

At-a-Glance

Action Plan: Morocco Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active

Institutions

Lead Institution: Ministry of Administration Reform and Civil Service (MRAFP)

Support Institution(s): Government bodies Public institutions and any other legal entity under public law All other public or private entity in charge of public service delivery Non-governmental associations and organisations

Policy Areas

Capacity Building, E-Government, Public Participation, Public Service Delivery

IRM Review

IRM Report: Pending IRM Review

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Pending IRM Review

Relevant to OGP Values: Not Relevant

Potential Impact: Pending IRM Review

Implementation i

Completion: Pending IRM Review

Description

Strengthening the mechanisms for receiving, overseeing, and processing users’ complaints, observations and suggestions related to public services
From 30 June 2018 to 30 June 2020
Lead implementing agency/actor
Ministry of Administration Reform and Civil Service (MRAFP)
Commitment description
What is the public problem that the commitment will address
Service recipients are unable to locate easy, accessible channels to lodge their complaints, observations, and suggestions. The traditional methods remain relatively inaccessible and ill suited. Following up the King’s Speech delivered on 14 October 2016, and based on Decree No. 2.17.265, which sets out rules to receive, monitor and process users’ complaints, observations, and suggestions, Morocco launched a national, multi-channel platform in January 2018 enabling users to lodge, monitor and process processing their complaints, observations, and suggestions. This platform entered into effect within 61 public bodies. However, this project remains unfinished, the mechanism has not yet been fully adopted, and timeframe to respond to users’ queries leave room for improvement. A regular follow-up system and performance indicators must also be developed to measure the efforts made by the government to improve public service delivery.
What is the commitment?
The commitment shall: - Increase the number of government bodies that have adopted the mechanism to receive, monitor, and process users’ complaints, observations, and suggestions. - Enable the drafting and publication of periodical reports that highlight complaints, observations, and suggestions lodged by users, and the efforts made by the various government bodies to improve public service delivery based on data collected. This commitment also involves the implementation of a follow-up and assessment process: Technical support to new bodies joining the platform The training of new bodies joining the platform The preparation by each government body of an annual report on the complaints, observations, and suggestions received from users that specifically contains: - A classification of the complaints, observations, and suggestions according to the types of public services provided - A list of measures adopted or to be adopted by the government body to improve these public services. The preparation of a summary report by the Ministry of Administration Reform and Civil Service based on sectorspecified reports and the indicators created on http://www.chikaya.ma platform. The publication of sector-specified reports and the summary report after their approval. The performance indicators for this commitment are: Increasing the number of participating government bodies by 50%, that is, from 61 to 90 government bodies, Ensuring a 70% complaint response rate Ensuring the respect of a 70% legal response timeframe Ensure a response quality level with a 10% rate of renewed complaints.
How will the commitment contribute to solve the public problem?
This commitment seeks to strengthen the implementation of a new mechanism that helps create a uniform means of recourse for service recipients and make government-user relationship more fluid. It will facilitate lodging and monitoring complaints at any time an anywhere, and save time and effort. This mechanism will promote channels of interaction between government bodies and users, assess the government’s performance and improve the quality of its services
Why is this commitment relevant to OGP values?
This commitment is essential to restore public trust in government through the creation of complaint channels and an increase in public accountability. This mechanism seeks to create solid relations that are characterised by the commitment will also favour the principle of social justice and anti-corruption, and it will offer an opportunity to citizens to participate in the improvement of public services.
Additional information
The Ministry of Administration Reform and Civil Service will develop a guide for managing users’ complaints, observations, and suggestions. It is considered as a tool to support the relevant government bodies in handling these stuffs. The guide will specifically provide a sector-specified report model that seeks to render this type of report uniform. The project to prepare this guide is part of Programme 1 of the National anti-corruption Strategy; it is funded by the programme designed to support the implementation of this strategy, in partnership with the UNDP. Related commitment: Commitment 8
Milestone Activity with a verifiable deliverable
Technical support to the new bodies joining the platform
February 2018 December 2019
Training the new bodies joining the platform
February 2018 December 2019
Preparing a guide to manage users’ complaints, observations, and suggestions
June 2018 October 2018
Distributing the guide to manage users’ complaints, observations, and suggestions to the relevant government administrations
October 2018 December 2018
Preparing the annual sectorspecified reports
January 2019 March 2019
Consolidating the annual sector-specified reports and preparing the annual summary report
April 2019 June 2019
Submitting the summary report to the Head of Government
June 2019 June 2019
Publishing the summary and sector-specified reports
July 2019 December 2019
Contact point details
Contact point name (project manager)
Ms Ikram HIMMI
Position/ department
Head of Division of Simplification Procedures and Ethics Support, Ministry of Administration Reform and Civil Service
Email and telephone
i.himmi@mmsp.gov.ma / 002125 37 67 99 96
Other actors involved
Government bodies Public institutions and any other legal entity under public law All other public or private entity in charge of public service delivery
Non-governmental associations and organisations


Morocco's Commitments

  1. ATI Awareness Raising

    MO0001, 2018, Capacity Building

  2. Training Information Officers

    MO0002, 2018, Capacity Building

  3. Administrative Training and Organization

    MO0003, 2018, Capacity Building

  4. Open Data

    MO0004, 2018, Capacity Building

  5. Evironmental Data Sharing

    MO0005, 2018, Capacity Building

  6. Transparency Portal

    MO0006, 2018, Capacity Building

  7. Integrity Portal

    MO0007, 2018, Capacity Building

  8. Public Service Framework

    MO0008, 2018, E-Government

  9. IDARATI Scheme

    MO0009, 2018, E-Government

  10. Public Service User Complaint

    MO0010, 2018, Capacity Building

  11. Budget Transparency

    MO0011, 2018, Fiscal Transparency

  12. Budget Transparency Law

    MO0012, 2018, Audits and Controls

  13. Charaka Portal

    MO0013, 2018, E-Government

  14. Consultative Process

    MO0014, 2018, Capacity Building

  15. Setting up an Electronic Platform for “Citizen Participation”

    MO0015, 2018, Capacity Building

  16. Citizens Participation

    MO0016, 2018, Capacity Building

  17. Strengthening Access of Civil Society to Audio-Visual Media

    MO0017, 2018, Capacity Building

  18. Communicating at a Large Scale About Morocco’S Joining the OGP and its Progress in Terms of Open Government

    MO0018, 2018, OGP