Digital Transformation of Territorial Collectivities Services between the Necessity of Society and the Challenges of Reality: A Case Study of the M’diq Collectivity

This study examines the digital transformation of public services in territorial collectivities in Morocco, with a specific focus on the M’diq Collectivity as a case study. The research investigates the tensions between societal demands for modernized services and the challenges faced in implementing effective digital governance. Through a mixed-methods approach combining quantitative surveys (n=300) and qualitative interviews with key stakeholders, the study reveals significant gaps between digital transformation objectives and implementation realities. Despite national digitalization initiatives, the M’diq Collectivity faces substantial challenges including inadequate technological infrastructure, insufficient budget allocation (only 15% of technical budget dedicated to acquiring equipment), aging workforce (79% recruited before 2000), and low digital literacy among administrative staff. These limitations have hindered service delivery efficiency, with 55% of digital service requests taking over a month to process, mirroring traditional service timeframes. However, the research indicates high readiness among citizens, with 97% using smartphones and 73% demonstrating awareness of digital transactions. The findings suggest that while digital transformation frameworks exist theoretically, practical implementation remains problematic due to systemic administrative vulnerabilities, resistance to change, and limited technical capacity. This creates a paradoxical situation where digital services, intended to enhance governance, fail to improve service quality despite user preference for digital interactions (78% prefer electronic administration). This research contributes to the discourse on e-governance in developing regions by highlighting the complex interplay between administrative capabilities, technological infrastructure, and citizen engagement. The study provides valuable insights for policymakers seeking to bridge the gap between digital transformation aspirations and practical implementation in territorial governance across Africa.