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Improvement of Public Services Delivery to the Citizens through ICT Use: Morocco

Thursday, 25 June 2015 12:00 Written by 
  • Location(s): Morocco
  • Type(s): Solution
  • Theme(s): Civic Engagement, IT/ICT
  • SDG(s): 10. Reduced Inequalities
  • Locations in the Arab States: Morocco
  • Types in the Arab States: Solution
  • Themes in the Arab States: Civic Engagement, IT/ICT
  • SDGs in the Arab States: 10. Reduced Inequalities

Geographic Focus: Municipality of Oujda, Morocco, Municipality of Malaga, Spain and Municipality of Kaedi, Mauritania

Thematic focus areas supported by the solution:

Democratic governance: access to information and e-governance

Development challenge and key achievements:

  1. Not all departments of Chefchaouen were computerized, hindering the efficiency of public services' delivery to citizens.
  2. Within the framework of the National Strategy for Information Society and Digital Economy and as part of its effort to expand the benefits of ICT to the regions, the Government of Morocco engaged ISI@MED technical support through ART-UNDP in Morocco, to design and implement a programme to improve public administration and services' delivery to citizens. At the same time, the ICT4D project fell within the priority of e-Governance and Decentralization of the Regional Strategic Guidelines: Support the modernization of public administration through computerizationed.
  3. Computerization of Chefchaouen's critical departments; software development for the municipality`s main work streams, local network installation, registry and records management installation, training of all administrators and users of the applications.
  4. Scaling-up of this local ICT solution from Oujda, Morocco, where it was initially developed to Chefchaouen, Morocco, and then to Kauedi, Mauritania, with the technical and financial support of Malaga through the ART-ISI@MED framework.

The comparative advantage of the solution:

  • Comparative advantage of the solution / innovative elements / replicability/ scaling-up:
  • Having local authorities in the driver`s seat for designing the solutions to their local development needs and plans.
  • Use of ICT in local public administration as a means to support governance and bring government closer to the needs of the citizens in terms of efficiency, quality and transparency.
  • The added value of North-South-South Triangular Cooperation: The support offered by the Municipality of Malaga focuses on building local capacities and fostering the role that local partners play as determinant development actors.

Once the ICT knowledge of the Municipality of Oujda, Morocco, was reinforced as part of this partnership, it was decided to be transferred through these newly-strengthened capacities to the Municipality of Chefchaouen, Morocco, and then to the Municipality of Kaedi in Mauritania.

In this way, decentralized cooperation partners not only supported a particular strategy for the benefit of a specific Moroccan community, but also build capacities so that the expertise can then be passed along to other municipalities in the same country and other cities in countries within the region.

Main partners:

  • Local: Municipalities of Oujda and Chefchaouen in Morocco, Municipality of Kaedi in Mauritania;
  • National: Ministry of Interior - General Directorate of Local Communities (DGCL), Morocco and Ministry of Interior and Decentralization (MIDEC) and Ministry of Employment, Professional training and New Technologies, Mauritania;
  • International: Municipality of Malaga, Spain and UNDP ART Geneva.


More than 2,000 citizens benefited from the implementation of the ICT solutions in Chefchaouen, and more than 30, 000 will benefit in Kaedi

Lessons Learned:

Important to remember in future replication elsewhere:

  1. Aligning international cooperation interventions to local development needs and plans as formulated in the Strategic Guidelines documents
  2. Developing users` capacities by fostering the adoption, use and integration of the new information and communications technologies for development
  3. Assuring project viability after initial funding allocations (e.g. by including the maintenance costs in regular planning)
  4. Foreseeing project sustainability (e.g. beyond the current political administration)
  5. Offering constant follow-up to monitor whether the project has been successfully implemented and is being meaningfully used
  6. Using ICT4D cannot be done by implementing one-shot projects. It is a complex process, being continuously enhanced. Projects evolve to respond as local technological capacities are developed and ICTs adapted to the local context.

Recent Annual Budget (USD): 81,000

Total Budget (USD): 134,000

Focal Point and Contact:
Arturo Rodriguez Menendez 
International Relations Coordinator
Calle Munoz Cervan, no 3, Edificio 4 del complejo de Tabacalera Malaga Municipality, 
Malaga Spain
Tel: +34629505467
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Read 4596 times Last modified on Sunday, 16 July 2017 12:41
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