Moroccan Ministries Launch Citizen Complaint Platform to Improve Administrative Services

Rabat – Moroccans will soon be able to file complaints about the country’s public administrations using Chikaya, a round-the-clock service for tracking complaints by citizens.

Following an agreement signed on Thursday, the Ministries of Industry and Reform of the Public Administration and Civil Service will launch the platform, called Chikaya, in January 2018, aiming to improve satisfaction with the services of the kingdom’s public administration.

Chikaya will be available through a website, a mobile application, and a phone line (3737), all of which will be functional by the beginning of next year.

The application has been installed in 29 public administrations, including 12 ministries, 10 public institutions and seven town, commune, and borough councils. By the end of November, the service will be extended to all ministries.

Once a complaint is filed, it is recorded in a register and then sent to the administration concerned. Administrative units within each public institution will be created to receive, process, and respond to the complaints within 60 days.

The project is jointly carried out by the Ministry of Industry, in charge of the the service’s technical logistics and deployment in public institutions, and the Ministry of Reform of the Public Administration and Civil Service, in charge of deploying and enforcing the service’s legislative framework.

“The launch of a unified national complaint outlet is one of the major projects in the e-government program,” said Minister of Industry Moulay Hafid Elalamy.

The Minister of Public Administration Reform, Mohamed Benabdelkader, stated that the launch of the service “comes to consolidate the convergence of ministerial projects.”

In late June, Head of Government Saad Eddine El Othmani announced that a special unit has been created, led by the his office, to oversee the realization of the different scheduled programs and projects all over the kingdom, saying that “citizens have a lot to ask from the government. We should meet their demands.”