Amal Al-Falah Al-Saghrouchni Reveals 75% of Complaints Processed via “chikaya.ma,” Confirms Platform Development to Enhance Trust and Public Service
Amal Al-Falah Al-Saghrouchni, the Minister Delegate for Digital Transition and Administrative Reform, announced that the rate of processing complaints registered through the unified national portal “chikaya.ma” has reached 75% since its launch. During a question-and-answer session in the House of Representatives on Monday, she explained that 2024 saw approximately 176,000 complaints submitted, compared to over 186,000 in 2023.
The minister highlighted that the digital platform “chikaya.ma” enables citizens to communicate with public administrations 24/7 from anywhere, noting the involvement of 38 government sectors, 116 public institutions and companies, and 1,590 local communities in this system.
Al-Saghrouchni referred to Decree No. 02.17.265 issued by the ministry in line with royal directives, which organizes how complaints are received, monitored, and processed. She emphasized that efforts are ongoing, in coordination with various partners, to develop the platform and improve its performance through training the teams responsible for it.
She pointed out that complaints related to local communities have been integrated into this portal since 2020 thanks to a partnership between the ministry and the General Directorate of Local Authorities. Citizens can now submit their complaints, suggestions, or observations directly by selecting the relevant community, filling in the required information, and tracking the processing stages through a unique number assigned to each complaint.
The platform also allows citizens to evaluate their level of satisfaction after their complaint has been processed, thereby enhancing transparency and service quality. The minister reiterated that this portal serves as an effective means of promoting citizen participation in local governance, establishing a simplified digital communication channel between citizens and local communities, aimed at providing a more equitable, efficient, and transparent public service.
