Government reshuffles frequently delay complaints, blur administrative responsibilities and disrupt public services, Morocco’s ombudsman said ahead of the September 23 parliamentary elections.
The Institution of the Mediator of the Kingdom called for a clearly identified government authority to oversee public administration and civil service reform, supported by a unified policy framework and measurable targets.
In an alert memorandum, the institution said problems often arise between the announcement of a new government and the formal allocation of ministerial responsibilities. Similar disruption occurs when files are transferred between ministries or when departments are reorganized while applications and complaints remain under review.
These transitions can leave officials waiting for information, searching administrative archives, reorganizing departments or determining which authority has inherited a case. The result is slower processing, delayed responses and uncertainty over which department must address complaints or honor earlier commitments.
The ombudsman said the limited visibility of administrative reform within the government structure has consequences for both policymakers and the public. It weakens coordination between reform programs while forcing service users to navigate fragmented procedures, multiple points of contact and unclear responsibilities.
The institution urged the next government to establish mechanisms ensuring that files, programs and commitments continue without interruption when ministerial structures or officeholders change.
It also called for future government programs to measure citizens’ actual experience of public services instead of merely listing projects, digital platforms or completed procedures.
Proposed indicators include response times, the proportion of simplified procedures, reception quality, equitable access, the effectiveness of complaint channels and compliance with recommendations issued by rights institutions.
The ombudsman said electoral programs should contain commitments that can be monitored, including clear divisions of responsibility between central departments and decentralized services.
Citizens experience health, education, housing, water, investment and social protection policies primarily through their dealings with public agencies, the memorandum said. Administrative reform should therefore ensure clear guidance, reasoned decisions, timely responses and effective correction of service failures regardless of changes in government structure.
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