Ombudsman: the bureaucracy has a hard skin

Despite repeated memories and attempts at reform, public administration continues to suffer from a series of dysfunctions that undermine attempts to restore public confidence. This is one of the main findings of the Ombudsman's activity report for 2017, presented by his president to the sovereign and published in the official bulletin.

"Daily practice has shown that some officials have not cut certain practices, particularly in terms of bureaucracy and haughty behavior towards civilians," the report reads. This document contains a series of practices that seem to have a hard shell.

For example, the persistence of certain procedures and the request for certain documents, without any legal basis. The same applies to the absence of uniform criteria at the level of administrations, as a result of which the temperament of their leaders gets free rein. It is in this logic that the mediator calls for "to build a value model that makes it possible to place the service of the citizens as the most important mission of the administration".

This is all the more important because the complaints against the authorities, addressed to the Ombudsman, have steadily increased in recent years. In 2017 their number increased by 10% compared to 2016 and stood at 9.378. However, as in previous years, a large proportion of these grievances (6,665) do not fall under the jurisdiction of this institution. In practice, only 2,713 cases fall under the Ombudsman's duties. This figure is 18.7% higher than that of 2016 (2.286).

In details, the files processed in 2017 relate to different types of grievances. 80 complaints relate to cases that have already been opened by the Ombudsman. The services of this institution have referred the initiators of 2,742 files to the competent authorities. The same applies to 211 other complaints sent to the relevant ministries or public institutions. In addition, 147 grievances were filed for incomplete file.

The treatment of these complaints has revealed a similarity with previous years, in particular with regard to their nature and the sectors involved. The Ministry of Justice is in the first place in the sectors concerned, with 1,943 files.

In addition to litigation cases, some of which are still subject to judicial review, complaints lodged with the Ombudsman in this area also concern the non-execution of certain judgments or the conduct of certain judicial authorities or living conditions in prisons. At the same time, 379 cases concern the Ministry of the Interior. They concern disputes relating to collective countries, requests for approvals or the actions of certain agents of authority.

A large proportion of the complaints to the Ombudsman relate to private individuals (79.7%). Groups of people also accounted for more than 12% of cases when the proportion of complaints sent by legal entities did not exceed 7.6%.

Most of the cases (62%) that were dealt with were administrative matters. Complaints related to land problems represented 17% of the total, while those related to financial disputes amounted to no more than 11.4%.

The territorial distribution of the files shows that the prefecture of Casablanca comes first with 9.5% of the complaints. It is followed by Meknes (6.5%), Laayoune (6%) and Tangier Asilah (5.9%).

MRE grieves down

The results of the Ombudsman's activities showed a decrease in complaints submitted by the MREs. These increased from 105 to 80 between 2016 and 2017. More than 85% of cases were submitted by individuals, 16% of whom were women. It is the Moroccans in France who have submitted almost half of the grievances (46%), followed by Moroccans in Belgium (18%) and those in Spain (8.8%).

Most of the complaints outside the field

  • 9378: total number of complaints received by the ombudsman
  • 6665 files whose promoters have been forwarded to the competent authorities
  • 2713 complaints that fall within the competence of the Ombudsman

Individuals are at the forefront of initiating complaints

  • 2.162 files submitted by individuals
  • 345 files submitted by groups of people
  • 206 files submitted by legal entities

Casablanca is at the top of the prefectures in number of complaints

  • Prefecture of Casablanca: 258 archive
  • Prefecture of Meknes: 175 archive
  • Prefecture of Laayoune: 163 archive
  • Tangier Asilah Prefecture: 161 archive
  • Fez Prefecture: 124 archive
  • Prefect of Oujda Angad: 115 archive
  • Rabat Prefecture: 113 archive
  • Prefecture of Marrakech: 96 archive
  • Skhirat Temara Prefecture: 70 archive
  • The rest of the prefectures: 1438 archive

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