The Ministry of Foreign Affairs, African Cooperation and Moroccans Residing Abroad is called upon by the Court of Auditors to make more efforts to enable consular posts to provide quality services to Moroccans living abroad. The Court also noted, in its report for the years 2019 and 2020, that consular posts do not have sufficient human resources in relation to their real needs.
According to data from the Ministry of Foreign Affairs, Moroccans around the world represent more than 10% of the Moroccan population, and the promotion of services intended for them is one of the central orientations of the public authorities, in accordance with the high royal directives. reminded the Court of Auditors in its report.
These services are provided to Moroccans living abroad by the Moroccan consular network abroad, which consists of 57 general consulates and 100 consular sections of embassies.
The Court of Auditors thus carried out an assessment mission of consular services intended for Moroccans living abroad, which made it possible to identify several observations and make recommendations, in particular with regard to the quality of consular services intended for Moroccans living abroad, which are governed by several agreements. and legislative and regulatory texts, the application of which would benefit from being based on a formalized and coherent strategy.
In this sense, the Court of Auditors called on the MAE to make more efforts to enable consular posts to provide quality services to MREs, through a global strategy, concerted between the main departments concerned by consular services, d on the one hand, and which defines the objectives, actions, expected results and responsibilities of each stakeholder, as well as the implementation of a monitoring and evaluation mechanism, on the other hand.
The Court therefore recommended that the MAE draw up an integrated and coherent consular strategy and improve the framework for measuring and monitoring the performance of consular services.
Consular services: Insufficient human resources
Moroccan consular posts do not have sufficient human resources with regard to their real needs and according to the necessary professional specifications, revealed the Court of Auditors in its report.
The non-generalization of continuous training to all consular officers was also raised in the Court’s report, which specified that only 20% of officers had access to continuous training in 2019.
To remedy this situation, the Court recommended that the Ministry set up a job and skills repository and ensure an appropriate and fair distribution of human resources.
On the other hand, and with a view to improving the conditions of recruitment and management of local agents, the Court recommended that the Ministry set up a regulatory framework governing the methods of recruitment, and the rights and obligations of local agents, as well as the criteria for monitoring their performance and evaluating their performance.
Quality of reception: Unsuitability of certain consular premises
In 2019, a diagnosis of the state of consular buildings carried out by the Ministry of Foreign Affairs revealed the unsuitability of certain consular premises for the reception of users. Of a total of 38 buildings, only 20 housing consular posts were functional, the report said.
In addition to the state of the consular buildings supposed to accommodate Moroccans from around the world, the report underlined that these posts need a computerized appointment management system allowing users to choose the appropriate time slots, and this for a better quality. of reception.
Another point raised by the Court concerns the incentives for consular registration which, according to it, remain limited. Supporting figures, the Court indicates that on the basis of a sample made up of 27 consulates, the rate of registered MREs does not exceed 41% compared to the estimated number of Moroccan nationals residing at the level of these consular districts.
Significant delay in issuing the CNIE
The Court of Auditors carried out a comparison between the average times for issuing documents provided for by the performance projects (PDP) and those achieved by the consular posts. A comparison that has revealed a significant gap in the issuance of the National Electronic Identity Card (CNIE).
Indeed, during the 2015-2019 period, the Court pointed out in its report that the average annual processing time for CNIE requests at 49% of consular posts exceeded one month, knowing that the PDPs provide for an average time 10 days for the issuance of this document.
With regard to services relating to the establishment of identity documents, they are still faced, according to the Court, with the obligation of manual keeping of civil status registers and the delivery of identity documents in person. This is pending the implementation of simplified, formalized and dematerialized procedures for the delivery of certain remote services.
In order to facilitate this process, the assessment of the system for monitoring and evaluating consular services, carried out by the Court, revealed the need to set up a permanent and formalized system for this purpose, whether at the level of consular posts or at the Ministry of Foreign Affairs.
In this regard, the Court recommended to the Ministry in its report, to strengthen communication with users of consular services, to activate the dematerialization project and the program to modernize consular premises, as well as the simplification of administrative procedures and the improving the quality of the services provided.
Crisis situations: A management plan is necessary
Since the appearance of the Covid-19 pandemic, our consular services around the world have had to face a new challenge that they have never experienced before. That of managing a crisis situation and providing the necessary assistance to Moroccans living abroad or Moroccans traveling abroad.
In this sense, the Court insisted in its report on the establishment of a crisis management plan at the level of consulates, with a view to enabling them to adopt a proactive approach in the event of the occurrence of exceptional situations, as well as the organization of training sessions for the benefit of consular post agents relating to the management of crisis situations.
The problem that arises, however, is that the consulates do not have a database of Moroccans traveling abroad. Indeed, the report revealed that the registers of the consular registration only make it possible to identify the Moroccan nationals registered and who spend a long stay at the level of the countries of accreditation.
According to the Court, this situation is mainly due to the absence of a digital platform allowing Moroccans traveling abroad to enter their contact details, as well as those of the people to contact in case of need or emergency, and allowing consulates to consult this database in a crisis situation.
With regard to legal assistance for MREs in difficult social situations, a legal aid system was set up in 2014 by the delegate ministry in charge of Moroccans residing abroad, recalls the Court of Auditors in its report.
This assistance, she continues, was carried out through bilateral agreements, concluded by the consulate or the embassy with a lawyer at the level of the country of residence. However, this legal assistance ceased from the end of 2019, specifies the Court.
In this sense, the Court recommended in its report to the Ministry to put in place a crisis management plan, allowing consular posts to adopt a proactive approach in the event of the occurrence of major crisis situations and to ensure that social and legal protection and assistance benefits for Moroccans abroad.