CHALLENGES AND KEY SUCCESS FACTORS IN THE DIGITALISATION OF PUBLIC SERVICES: CASE STUDY OF THE CAISSE NATIONALE DE SECURITE SOCIALE IN MOROCCO

Abstract

Since the early 2000s, Morocco has been engaged in the process of digitally transforming its administrations, but the COVID-19 pandemic highlighted the disparities in digital adoption within the public sector. This crisis accelerated the need to digitalise public services, giving Morocco a unique opportunity to reinvent its administration.
The main concern addressed in this paperis: what are the challenges and key success factors for digitising public services in Morocco? The study analyses the digital strategie simplemented by the country and highlights the challenges and key determinants for ensuring the success of such strategies, by examining the specific case of the digitisation of CNSS services.
The results reveal two major challenges in the project to digitise public services in Morocco: optimising public resources and fully integrating all administrations. Important determinants include citizen participation in the digital transformation strategy and agile accessibility of e-services.