Enhancing access to justice services among regions (MO0063)

Challenge:

Adopting a citizen-centric strategy and believing in the importance of placing the user at the heart of the digital transformation of the judicial ecosystem, the Ministry of Justice has consistently worked on simplifying its procedures and providing high-quality new digital services that meet the needs, aspirations, and expectations of its users. To support this evolution and ensure its openness to various users, including citizens, litigants, and legal professionals, the Ministry of Justice has also worked on improving its communication channels by updating its official website to be an effective communication tool for transparently sharing news, activities, key events, and legal and judicial information as well as offering digital justice services. However, having a high-quality official website alone does not guarantee inclusive access and openness to all users. Moreover, it does not allow the consultation of information and activities of the jurisdictions, considering them as territorial and administrative extensions of the ministry. Therefore, it does not adhere to the principles of advanced regionalisation and decentralisation, considering the existence of different and varying specifications and needs from one judicial district to another. The official website and other digital platforms of the ministry are insufficient to meet the criteria for user engagement as they do not proactively collect user feedback to evaluate and improve services. They also do not allow the prior collection of user needs and expectations to integrate them into the identification and design of these services.

Proposed solution:

As part of this commitment, opening up to users across the Kingdom will be achieved by providing effective and constructive communication channels through the establishment of dedicated web portals for judicial districts. Through these future portals, each jurisdiction will have the opportunity to publish its programmes, activities, news, and services for the benefit of users within its territorial scope, thus adhering to the principles of open local government. They will take into account the specific needs of users in each judicial district and their culture. Additionally, these portals will offer participatory interfaces allowing users to evaluate justice services and contribute to their design.

Scheduled Activities (Activity | Start Date | End Date):

Organisation of consultative meetings to identify needs in consultation with all partner representatives of the jurisdictions | September 2024 | September 2024
Organisation of workshops to address the culture, needs, and specificities of users at each judicial district level | December 2024 | January 2025
Simplification of procedures and drafting of Terms of Reference for the creation of portals | February 2025 | March 2025
Organisation of participatory workshops bringing together various partners to identify and prepare content to be published, taking user suggestions into account | April 2025 | June 2025
Design and development of web portals | July 2025 | September 2025
Scheduling meetings to present the portals to various partners to gather their feedback and comments | October 2025 | November 2025
Testing portals and creating user accounts December 2025 | December 2025
Developing user guides for portals in Arabic, Amazigh, French, and English to ensure openness to the majority of users | January 2026 | February 2026
Scheduling training sessions for portal users | March 2026 | November 2026
Activating portals in judicial districts | March 2026 | November 2026
Launching awareness campaigns in different languages about the existence of this communication tool | March 2026 | November 2026

Expected results:
▪ Strengthening inclusive access to justice services throughout the Kingdom by meeting the needs and expectations of users according to the specificities of each judicial district.
▪ Adopting a participatory approach in preparing and improving the content to be published on the web portals.
▪ Adopting a co-creation approach that allows integrating users in identifying needs and designing services.
▪ Providing services tailored to the expressed needs of users.
▪ Establishing transparent and reliable official communication channels.
▪ Embedding the principles of regionalisation and decentralisation in the management of public services.
▪ Establishing a solid and sustainable communication tool between the ministry and its various users.

Performance indicators:
▪ Number of participatory workshops organised for content preparation.
▪ Number of services where users were involved in the design.
▪ Percentage of portal activation in judicial districts.
▪ Number of visitors per web portal.
▪ User interactivity percentage (Number of suggestions, comments).
▪ Average navigation duration per portal.
▪ Number of workshops to support change for judicial districts.
▪ Number of awareness actions launched by the ministry to promote the web portals. Impact indicators:
▪ Percentage of user satisfaction with provided services.