The Impact of Chatbots on the Well-Being of Civil Servants in Moroccan Public Administrations

Abstract

This article analyzes the impact of chatbots on the well-being of civil servants in Moroccan public administrations, highlighting their influence on workload, job satisfaction, and administrative efficiency. The objective of this research is to assess how the use of chatbots can improve working conditions for civil servants and optimize administrative processes. To achieve this, a qualitative study was conducted with 29 civil servants from various Moroccan public administrations. The approach adopted is based on semi-structured interviews aimed at exploring employees' perceptions of the advantages and limitations of chatbots in their work environment.

The results reveal that chatbots contribute to the improvement of working conditions by reducing administrative workload, decreasing stress related to repetitive tasks, and optimizing request processing times. However, several challenges remain, including the rigidity of automated responses, lack of staff training, and language barriers that limit their effectiveness. These findings highlight the need for continuous adaptation of chatbots to the cultural and organizational specificities of Morocco in order to maximize their positive impact.

The originality of this research lies in its focus on the well-being of civil servants, an aspect that is still rarely studied in work related to the digitalization of public services. It emphasizes the need for a thoughtful integration strategy that considers technological, human, and organizational constraints. Thus, while chatbots represent a key lever for modernizing Moroccan public administration, their adoption must be supported by an appropriate approach that ensures their effectiveness and acceptance by both civil servants and citizens.

JEL Classification: O33

Paper type: Empirical research