Digital transformation of the Moroccan public administration and its impact on user experience: Case of the services provided to notaries by the National Agency of Land Conservation, Cadastre, and Mapping

Abstract

The Moroccan public administration has extensively adopted information and communication technologies (ICT) to facilitate citizens' access to online services. The Covid-19 pandemic has accelerated digital transformation by eliminating the last remnants of in-person interactions and rigid hierarchical organizations. The concept of e-government goes beyond the mere implementation of online tele-services; it aims to improve service quality and citizen satisfaction.

This paper aims to clarify the various terms related to e-government and identify the ways in which digital transformation influences the improvement of service quality, cultural change, and the enhancement of citizenship sentiment. A case study was conducted using a qualitative approach, employing a vertical analysis to create a digital satisfaction barometer for the "administration/user" (notaries) relationship regarding the services provided by the National Agency of Land Conservation, Cadastre, and Mapping in the Beni Mellal-Khenifra region.

The results of this study showed that the majority of notaries were satisfied with the accessibility of online information and the availability of services provided by the ANCFCC. These findings highlight the importance of optimal user experience in the successful digitalization of ANCFCC services. However, improvements are necessary to ensure better technical support, effective feedback mechanisms, and interactive communication channels that are better tailored to the needs of notaries.

Keywords : Digitalisation, Moroccan public administration, user experience, quality of service, digital transformation, ICT, ANCFCC.

JEL Classification : Q56

Paper type : Empirical research.