Casablanca — The National Agency for Social Support (ANSS) has unveiled its 2026-2028 action plan, setting out a roadmap that includes the gradual transfer of direct social aid management to the agency, the expansion of its territorial presence, and new tools aimed at improving communication with beneficiaries.
The plan is based on King Mohammed VI’s directives outlined during the opening of Parliament in October 2023, which serve as the foundation of the agency’s mission within the Direct Social Aid program. According to ANSS, these guidelines define the program’s objectives, target groups, governance framework, and operational principles.
The agency said its 2026-2028 strategy is built around three main priorities. These include strengthening and improving the information systems used to manage direct social aid, expanding territorial representations, and reinforcing the handling of complaints and beneficiary requests.
Transfer of aid management to ANSS
One of the main measures announced in the roadmap is the transfer of the operational management of the Direct Social Aid system to ANSS beginning in 2026. Since the launch of the Direct Social Aid program in December 2023, its operational management has been temporarily handled by the National Social Security Fund (CNSS) and the National Retirement and Insurance Fund (CNRA).
The arrangement was put in place while the ANSS, created under Law 59.23, established its governance structures and operational systems. CNSS and CNRA were responsible for the technical management of the scheme, relying on their existing experience in social protection administration, beneficiary management, and large-scale public payments.
ANSS says the transfer of these functions to the agency began during its first year of activity and is expected to culminate in fully integrated management by 2026, marking the operational launch of this migration process. The following two years will focus on improving the management information system through new functionalities, increased operational capacity, and stronger security mechanisms.
The agency also intends to introduce a dedicated information security policy, acquire advanced security solutions, and conduct annual security audits in line with national cybersecurity directives.
New local offices and AI tools
As part of its territorial approach, ANSS aims to strengthen its local presence over the next three years. Two new territorial representations are expected to open in 2026 in the provinces of Sidi Kacem, in the Rabat-Salé-Kénitra region, and Taounate, in the Fès-Meknès region.
The agency said these local structures will work with regional actors to adapt support measures to local realities, particularly in the area of socio-economic integration for beneficiaries. It also intends to expand support measures to the health sector, especially maternal and child health, while promoting school attendance and access to formal employment for beneficiary households.
On the communication side, ANSS plans to continue operating the current beneficiary relations center arrangement while developing new digital services. Among them is an artificial intelligence-powered chatbot designed to answer frequently asked questions from beneficiaries. The chatbot is currently being tested in El Jadida province and will later be deployed on a larger scale.
According to the agency, the tool will be available through WhatsApp and its website and will allow users to interact in Darija, either in writing or by voice. The system is expected to help beneficiaries access information more easily and reduce the number of repetitive complaints.
ANSS is also preparing to simplify complaint procedures by allowing beneficiaries to upload supporting documents online as part of a broader effort to improve the management of claims and requests.
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