Digital transformation of public institutions in Morocco: Evaluating the performance of information systems as a lever for optimization

Azhari Kaoutar, El Bakili Fatima Zahra, Loulid Mohamed

Our contribution aims to analyze how the digital transformation of public services in Morocco can improve the organizational performance of public institutions by assessing the impact of information system (IS) integration on optimizing efficiency, transparency, and citizen satisfaction. This study addresses a key issue: to what extent can the digital transformation of Moroccan public institutions meet the challenges of efficiency, transparency, and citizen satisfaction, and what proposals can be made to overcome current challenges and optimize the prospects for e-governance? To address this issue, we conducted a survey of 112 employees from public institutions and local authorities and analyzed the data collected using SMART PLS software to test the relationships between the determinants of information system adoption and organizational performance. The results show that the integration of information systems (IS), characterized in particular by the implementation of platforms such as the Integrated Expenditure Management System (GID), can significantly and measurably improve organizational performance. However, performance optimization is hampered by major structural challenges, such as the fragmentation of information systems, lack of interoperability, the persistence of the digital divide (particularly in terms of IT infrastructure and human capital), and resistance to change within Moroccan public institutions. In this context, in order to ensure sustainable transformation, it is essential to strengthen the digital skills of staff (according to UTAUT) and align IT strategies with the real needs of users.