Performance evaluation of the digitalization of public services of the General Directorate of Taxes in Morocco

Abstract

E-government uses ICT to deliver public services to citizens. Over time, the relationship between public administration and citizens is dematerialized in order to provide a complete service in terms of cost, quality and deadlines. The objective of this article is to evaluate the performance of the digitalized public services of the General Directorate of Taxes, the latter is a Moroccan administration which has succeeded in implementing a reform of modernization of the administration with in particular the development of Technologies information and communication (ICT). These technologies therefore play a very important role in consolidating the digital transformation, and their development goes without saying with the expectations of citizens in terms of dematerialized public services. Our vocation is to measure the satisfaction of users of the Moroccan tax administration before and after the implementation of the project to modernize the administration.