The digital transformation of public services in Morocco: a retrospective analysis

Abstract

Almost twenty-five years after the launch of the digital transformation of public services in Morocco, the overall assessment of this digital transition remains mixed. The aim of this research is to conduct a retrospective analysis to identify the main shortcomings hindering this process and to propose avenues for the development of a coherent and inclusive digital strategy. To achieve this objective, we adopted a qualitative research approach with an interpretivist epistemological stance. Our methodology was based on a historical documentary analysis of the digital transformation of public services in Morocco, informed by a review of the literature. The results reveal a lack of coherence in the digital strategies implemented, as well as disparities in the online services offered to the public. This work contributes to the body of literature on public management and offers public sector stakeholders’ potential courses of action for the development of a more coherent and inclusive digital transformation strategy.