Morocco’s Mediator Institution Releases 2019 Report, Highlighting Administrative Challenges

The report submitted to King Mohammed VI before its publication in the official gazette, contains ten parts covering the cases registered with the Institution in 2019, the cases processed, the main dysfunctions of the administration identified in 2019, the proposals and special reports carried out during the year and the statistical indicators on processing and management times for requests. The other parts contain the annual reports of the permanent interlocutors of the Institution in the administration during 2019, reports Aujourd’hui le Maroc.

In the presentation of the report, the Mediator of the Kingdom, Mohamed Benalilou, indicated the new approach to the preparation of this document. Thus, the main results have been processed using an analytical method and the figures have been presented before being questioned based on the different indicators that combine the generality and specificity of the complaints at the general national and special regional levels. The report mainly touches on the dysfunctions already mentioned, but which persist.

Furthermore, the presentation of the report shows that the time has come to insert the concept of overall quality management into the action of the public administration, in order to correlate the political programs and reform actions adopted by the administration with the development of quality management systems and procedures, Benalilou stressed. Regarding the management of the relationship between the administration and its users, the Mediator considers that the challenge is to move from the provision of administrative services to citizens to a concern for the quality of the services offered.

To recall, the Institution of the Mediator of the Kingdom has the mission of promoting effective communication between natural and legal persons, Moroccan or foreign, acting individually or collectively, and between public administrations, local authorities, public institutions, bodies with public authority prerogatives and other companies and organizations subject to state financial control.