Citizen Office

Developed, developed and implemented by Innovative Development Initiatives (IDI), the Citizen Office initiative is a hybrid initiative (real and digital) whose main objective is to strengthen the exercise of participatory democracy by facilitating communication between the political decision-maker, the social actor and citizens at the level of National Institutions and local Municipalities. It is also about promoting the digital transition by ensuring a connection between citizens and public institutions enabling their interests quickly and efficiently.

To do this, the Citizen Office initiative is based on real tools (Citizen Offices created at administration headquarters) and on a digital platform: www.bureaucitoyen.ma

By emphasizing citizens and their interests, the Citizen Office initiative actively contributes to concerted management of public affairs based on consultation, access to information, facilitation of administration and the aspect the ecological. Pillars for the implementation of SDG16 and the principles of the OGP.

Considering Morocco's commitments in terms of the implementation of the SDGs (Agenda 2030/2063) and within the framework of the OGP principles which revolve around priorities in terms of transparency, openness and development of the Citizen. Also aware that the latter must be included in the management of local affairs, the "Citizen's Office" initiative was established by Innovative Development Initiatives to allow better communication between Citizens and municipal and regional officials.

The "Citizen's Office" project draws its foundations from the Moroccan Constitution and the will of His Majesty King Mohammed VI to ensure the development of the mechanisms of participatory democracy. Indeed, since the adoption of the 2011 Constitution, the relationship between the Administration and the Citizen is at the heart of good governance in Morocco. The 2011 Constitution and then the Organic Laws of Local Authorities enshrine the principles of good local governance, in particular participatory democracy.

From now on, the Citizen is called upon to participate actively and also to intervene in the implementation of public policies at the regional and municipal level. To do this, measures must be taken to enable citizens to exercise this right, such as strengthening the principle of access to information, improving the reception of citizens, receiving complaints and suggestions as well as than the deployment of several efforts to satisfy the administrative interests of the local population.

To do this, it is necessary to set up an administrative structure within the local authorities, in this case, the Communes. Hence the creation of the “Citizen Office” project.

Knowing the priorities in terms of the development of the Citizen, and aware that citizens must be included in the management of local affairs, an approach has been established to allow better communication between Citizens and municipal and regional officials. Inspired by the German model, “Citizens’ Offices” have emerged in the municipalities of the Tangier-Tetouan-Al Hoceima Region. Their purpose is to facilitate rapprochement between citizens and local elected officials.

The said Citizens' Offices also have the task of ensuring better communication between officials and civil society and of recording the recommendations of citizens in order to meet their expectations, which will consequently make it possible to accelerate the social development of the Regions recommended by His Majesty King Mohammed VI God Bless him.

Thus, the Citizens' Office, implemented by Innovative Development Initiatives, is a relevant means for the exercise of participatory democracy at the local level, particularly at the municipal level. The Citizens' Office project makes it possible to facilitate communication between the political decision-maker, the social actor, civil society and the citizens at the level of the Communes. As its name suggests, this Office places particular emphasis on citizens and their interests in order to ensure concerted management of public affairs based on consultation, monitoring, access to information, evaluation and administration.

More practically, the Citizen Office project pursues the objective of rebuilding trust between citizens and their local administration while facilitating the exercise of participatory democracy. The creation of Offices cannot be sufficient to complete the missions assigned to it.

The creation of Citizens' Offices must be carried out in common agreement with the Municipalities participating in the project. The creation of the Citizens' Office cannot be done in a haphazard way, it requires going through all the legal and technical stages in accordance with the legal texts in force. Once this step has been completed, the municipality will have to set up a space (within or near the headquarters of the Municipality) dedicated to the Citizens' Office and its activities. In addition, the Municipalities adhering to the project will choose freely and according to their regulations the civil servants in charge of the functioning of the Office.

Thus, IDI succeeded in creating the first Citizen Office in the Municipality of Tetouan. Then follow 4 other Citizen Offices in the Tangier-Tetouan-Al Hoceima region:

Tetouan (operational)

Ouad Laou (operational)

Chefchaoun (operational)

M'diq (operational)

Martil (operational)

It should be noted that other Citizen Office projects are being created during the year 2022, in this case, in Ouazzane, Assilah as well as in other regions of Morocco.

This unprecedented experience has aroused particular interest not only at the local or regional level, but also at the national level. Therefore, the Ministry of Administrative Reform and the Public Service immediately supported this initiative. It is committed to supporting the creation and implementation of Citizens' Offices in the short, medium and long term in order to generalize them throughout the national territory.

After the creation, the Citizen Office project will move on to the implementation phase.