Enhancing Citizen Administration through Modernization and Digitalization of Administrative Services. (MATTH0017)

Commitment ID

MATTH0017

Commitment Title

Enhancing Citizen Administration through Modernization and Digitalization of Administrative Services.

Problem

The Tangier-Tetouan-Al Hoceima region faces persistent challenges in public administration and service delivery, impacting residents’ quality of life and their trust in institutions. Despite progress under the first action plan to promote transparency and access to information, a gap remains between citizen expectations and the quality of administrative services, weakening public confidence.

Access to services is often difficult, especially for rural populations, due to reliance on in-person procedures, excessive paperwork, and high travel costs, resulting in inequalities. The digital divide further compounds this issue: while electronic platforms exist, they are not fully accessible to groups such as people with disabilities, the elderly, or those with limited digital literacy.

The regional development plan platform, though in high demand, still lacks interactivity and inclusivity. It needs updates to allow citizens to follow project implementation, request services, and access information in an inclusive and user-friendly manner.

A major barrier to meaningful participation is the lack of financial transparency. Budget information is often too technical or inaccessible, preventing citizens from effectively monitoring public resource use.

These challenges call for a holistic and innovative approach focused on modernizing and digitalizing public services to build an administration that is truly open, transparent, and accessible to all.

Status quo

The administration of public services in the Tangier-Tetouan-Al Hoceima region shows both progress and persistent gaps that hinder citizen engagement. While the Regional Council has made efforts to improve transparency and access to information under the first action plan, structural and operational challenges continue to limit their impact. Many citizens still perceive the administration as inaccessible and lacking in transparency.

A digital platform used during the regional development plan's preparation demonstrated strong citizen interest. However, the platform currently lacks interactive features that would allow users to track project implementation, request services, or access simplified information. Digital accessibility remains a major barrier, particularly for people with disabilities, the elderly, and those with limited digital skills, reinforcing inequalities in service access.

Communication from the Regional Council is fragmented, technical, and not user-friendly. The absence of a clear and inclusive communication strategy reduces public understanding and participation in regional affairs. In addition, financial and budget information is overly complex, limiting citizens’ ability to track resource allocation and influence decision-making.

These challenges point to the urgent need for an integrated, citizen-centered approach to modernize and digitalize public services, ensuring inclusivity, transparency, and responsiveness to all residents.

Action

This commitment sets out concrete actions to modernize and digitalize the services of the Regional Council, aiming to create a more accessible, transparent, and efficient citizen-oriented administration.

Digital platform enhancement will include redesigning the user interface using universal design principles, integrating features for people with disabilities (e.g., voice synthesis, text enlargement), and optimizing access across devices and internet speeds. The platform will proactively publish relevant data in accessible and reusable formats.

An annual citizen budget will present financial information in a simplified, visual, and easy-to-understand format. Using infographics and plain language, it will be made available digitally and in print, including translations into local languages for maximum reach.

An open communication strategy will ensure consistent, inclusive messaging about Regional Council projects through multiple channels—digital, traditional, and community-based. Feedback mechanisms will enable two-way interaction, encouraging citizen engagement and co-creation.

A mobile app will be developed to provide access to services, project updates, notifications, and participation tools. Designed for all literacy levels, it will support offline functionality and improve user experience.

Together, these actions aim to transform public administration into a transparent, inclusive, and citizen-responsive system.

How will the commitment contribute to solving the public problem described above?

This commitment to modernize and digitalize administrative services directly addresses key challenges through several complementary measures:

Improved access: Upgraded digital platforms and a new mobile app will provide citizens—especially those in rural or remote areas—with easier, round-the-clock access to services. Integrated accessibility features will ensure inclusion of people with disabilities, the elderly, and digitally marginalized groups, helping reduce inequalities.

Simplified procedures: Digitalization will streamline administrative processes, cutting delays, paperwork, and in-person visits. Citizens will benefit from faster, more efficient services, while the administration can reallocate resources to improve quality and responsiveness.

Greater transparency and accountability: Citizens will be able to track requests and regional projects in real-time, increasing visibility into public processes. This transparency will strengthen administrative accountability and foster trust in public institutions.

Easier access to information: Proactive data publication, supported by an open communication strategy and annual citizen-friendly budgets, will give the public the tools to understand, evaluate, and influence policies.

Together, these measures transform public service delivery, making it more transparent, efficient, and citizen-centered.

What long-term goal as identified in your Open Government Strategy does this commitment relate to?

This commitment aligns with the broader vision of building a modern, inclusive, and participatory administration that leverages digital technologies to enhance democracy and improve service quality.

Primary Policy Area

Digital Governance

Primary Sector

Public Services (general)

What OGP value is this commitment relevant to?