The role of digitalisation in public organisations in Morocco: Inductive lessons and theoretical implications

Abstract

This article examines the impact of digitalisation on the organisational processes and performance of public administrations in Morocco, using a qualitative approach and case studies of five public organisations. The results show that digitalisation improves organisational efficiency, the management of human and financial resources, and the accessibility of services for citizens. Process automation reduces processing times, while digital tools strengthen inter-departmental collaboration and citizen engagement. In addition, administrative transparency, facilitated by the online publication of financial reports, increases public confidence. The article also stresses the importance of ongoing employee training to ensure the success of this digital transformation. A conceptual model is proposed, based on five key hypotheses : the automation of processes, the optimisation of resource management, the improvement of accessibility and citizen engagement, the moderating role of employee training, and the strengthening of transparency through the digitalisation of administrative processes.