Evaluating the Success of the Digital Transition of Public Services in Morocco: A Qualitative Analysis of Stakeholder Assessment

This study's primary goal is to assess stakeholders’ perceptions of the effectiveness of the digital transition in Moroccan public services, specifically E-government systems. It adopts Delone and McLean's [DeLone and McLean in Found Trends Inf Syst 2:1–116, 2016] Information Systems’ success model as a framework. The research methodology involves conducting qualitative interviews with 17 managers, and these interviews were guided by designed interview guides. Data from these interviews were processed and analyzed using Nvivo Qsr 12 software. Through this process, five additional variables (human capital, telecommunications infrastructure, willingness to use, state strategy, and continuous training) were identified and integrated into the model. The findings indicate that the quality of the IT system within e-services positively impacts the performance and public value of the Moroccan administration, as well as user satisfaction and perceived service quality. Therefore, maintaining and enhancing e-services' quality is crucial for their success and ensuring user satisfaction.