Citizen related data gathering took place also in
BEC offices for those who were not involved with
automation and located in Fez and other Moroccan
citizens. Accordingly, citizen related indicators
were further discussed and investigated during
focus group sessions held in these BEC offices
not involved with automation. The underlying
motivation was capturing as much information
as possible on the citizen-side service delivery.
One main finding confirmed in these focus group
discussions was that BEC service delivery is not
citizen friendly because it does not use ICT and
had one unique delivery channel: face-to-face.
Citizens had no choice but interacting with BEC
employees in charge to submit their respective
requests and come back later to claim their related
certificates. Thus, eFez took this finding into
consideration and proceeded to initiate ICT in
Agdal (and then Adarissa and Atlas) BEC service
delivery and diversify related electronic delivery
channels.