In collaboration with Fez local authorities, it
was decided to concentrate on citizens” life-event
certificates delivered at the local government office,
known in Morocco as Bureau de L’Etat Civil
(BEC). Though these offices have daily and direct
contact with the local community, they remain
archaic: service delivery is conducted in a manual
paper-based manner. Consequently, the project
aimed at automating the back-office and enabling
an electronic front-office. As a first service, the
team worked on developing an ICT-based system
computerizing the BEC citizens’ lives records.
The BEC back-office was automated through the
digitization of all BEC’s Citizen Record Books.3
into a database accessible to BEC employees
through networked desk-top computers. The
front-office was automated by developing a portal
accessed through the Internet, and a related touch
screen kiosk available for public use in BECs and
adapted to illiterate end-users. Hence, since the
e-Fez System deployment in May 2006, citizens
can now use three different electronic delivery
channels for the submission and processing of
their requests for certificates