Digital Administrative Annex
The inauguration of the 5th administrative annex under the Pachalik of Berkane on July 30, 2021, marks a new momentum in government-citizen relations and considers simplifying the user's life with the challenges of agility and speed. This is achieved through the creation of an integrated digital platform based on the concepts of traceability and transparency, allowing for the computerized management of the main services provided to citizens. This innovative platform covers all certificates and administrative attestations requested by citizens.
Furthermore, this annex stands out for the creation of several services and spaces, including the reception and communication area, the multi-service counter, and many more. Similarly, this new annex considers simplifying the citizen's life by addressing the challenges of agility and speed through accessible, simple, and efficient services, which are based on the core principles of transparency and proximity.
The implementation of this new approach relies on several pillars, including the User Administrative Account (CAU), the User Automatic Counter (GAU), the Reception, Orientation, and Communication Space, the Multi-Service Counters, and interoperability. These channels are designed to leverage all the possibilities offered by digital technology in an inclusive vision of citizens in the digital transformation process initiated by the provincial territorial administration. They aim to facilitate the lives of users and promote a climate of trust with the public administration, while guiding the action of public services according to transparent and well-defined procedures.
The User Administrative Account (CAU)
The implementation of the User Administrative Account (CAU) within an integrated digital platform for computerized management of key services provided to citizens represents a unique opportunity.
This innovative platform enables the pilot annex to undergo a transformation and opt for the digitization of its internal operations and interactions with users, who have become increasingly demanding and impatient in the digital age.
Similarly, it serves as a viable and efficient alternative to facilitate the application and tracking of administrative certificates, passport requests, and more. This will significantly shorten lengthy procedures and put an end to bureaucratic processes, ensuring the required administrative speed and efficiency.
Once created, the User Administrative Account will allow residents of Berkane to make all their requests without any need for physical contact or the presence of the Moqaddem. From the reception desk or through online forms available on their computer, mobile phone, tablet, or even the touchscreen kiosk at the entrance of the annex (the User Automatic Counter), users can submit their requests in no time and await an alert via SMS/Email to collect their certificates. At the annex level, this User Administrative Account will, among other things:
- Allow users to review the history of their requests.
- Consolidate a database of citizens in the form of an indirect census of the population associated with the annex.
- Measure the performance of civil servants by calculating the average processing times for requests.
The User Automatic Counter (GAU)
In a broader sense, the digital annex aims to establish a smart strategy by leveraging the widespread use of smartphones. It provides users with an interactive touchscreen display to inquire about the progress of passport and firearm license applications or to make administrative certificate requests in a unique, efficient, and smart manner.
The Orientation and Communication Reception Area
The improvement of user reception is one of the major priorities aimed at restoring trust between the administration and the citizen, in accordance with the provisions of the article. 156 of the Constitution of the Kingdom which states: Public services listen to their users and ensure the follow-up of their observations, proposals, and grievances. ».
In this regard, the pilot annex has a reception and orientation area that is easily identifiable upon entering the access door, with internal signage that is easily identifiable, readable, and understandable.
As a lever for modernizing the administration, the reception and orientation office also has a communication space that provides a unique experience to users. Through screens placed in highly visible areas, it offers the possibility of viewing video clips related to the layout of the annex, its neighborhoods, its sectors, as well as the main points of interest, updates on laws, and much more.
Similarly, it is important to emphasize that the initiative to develop a Digital Guide for Administrative Procedures and Certificates is part of the ongoing efforts aimed at improving the quality of reception and the relationship the administration establishes with citizens.
This digital guide gathers all administrative procedures. It facilitates access to the information requested by the citizen, especially regarding the documents required to obtain administrative certificates or any other requested service.
The Multiservice Counter
These are versatile counters representing a figure closely associated with or even confused with the concept of the one-stop-shop, as both fall within the framework of the 'one-stop-shop' administration, which aims to better serve the citizen and minimize the time of their visit to the annex premises.
These counters have been designed to meet the need for proximity and personalized support for users who are less familiar with digital technology, while also promoting the development of a truly inclusive digital synergy that takes into account the expectations of all categories of citizens.
Representing a significant innovation, Multiservice Counters integrate both digital tools and the capitalization of versatile human resources, enabling each counter to process certificates and administrative documents. They have multiple offices linked via intranet to a secure database that consolidates all citizen data.