Exploratory study of the contribution of e-services systems to improve the public value of the Moroccan Administration

Abstract

Over the past two decades, Morocco has mobilized several strategies and programs to digitalize their public administration. The aim of this work is to study the implementation of e-services systems and their contribution to the public value of the Moroccan administration. This study is a particular contribution to the concept of public value in the context of Moroccan administration. We adopted a hybrid abductive exploratory method. The data was collected by semi-structured interviews with 15 managers who have generally assisted the implementation of e-services systems in their administrations. The data processed and analysed by the Nvivo 12 software system revealed five new variables that were incorporated into the basic structure of the seven predetermined variables of Delone and Mclean's (2016) new version of the Information Systems success model to finalize the construct of our conceptual model.

We have concluded that all predetermined and emerging dimensions positively influence the quality of Moroccan government services through the development of e-services practices. However, the two dimensions "government strategy" and "user satisfaction", in addition to their common actions with the other dimensions, could have direct impacts on the performance of an e-service system and on its positive contribution to the public value of Moroccan e-government.

Keywords: Moroccan administration, e-services, public value, user satisfaction, exploratory study.

Classification JEL : H83, O33, O38, M15

Paper type: Empirical Research