Consumer portal
| Start date | March 2011 | End date | March 2012 |
|---|---|---|---|
| Owner |
Ministry of Industry, Trade, Investment and the Digital Economy |
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| Context |
Like many countries, Morocco wishes to implement a system for informing and guiding consumers. Also, in the wake of adopting the consumer protection law, the Ministry of Industry, Trade, Investment and the Digital Economy launched the project to set up the consumer portal. |
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Aim
- Implement an information portal, with its own content and content aggregated from partner sites
- Implement an online service for submitting complaints
Expected benefits
- Offer a single point of entry for consumer protection matters
- Explain legal documents
- Pilot the handling of complaints
Achievements
January 2012
- Signing of agreements with several stakeholders
- Deployment of the first version of the portal (legal information, news, submission of complaints)
- Development of the portal
- Contracts with external hosting service provider
January 2013
- Upgrading of portal (adding multimedia content, publication of studies, etc.)
- Extending the number of stakeholders
- Integration of consumer protection associations
Success indicators
| Type | Indicator | Target year | |||
|---|---|---|---|---|---|
| 2010 | 2011 | 2012 | 2013 | ||
| Development | Implementation of consumer portal |
|
Operational |
|
|
| User satisfaction |
Implementation of consumer portal |
60% |
80% |
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|
Satisfaction regarding delay in settling complaints |
50% | 70% | |||
| Administrative effectiveness |
Average delay in handling online requests |
48H | 24H | ||
| Average delay in updating content | 48H | 24H | |||
