COMPLAINTS MANAGEMENT SYSTEM AT CADI AYYAD UNIVERSITY THROUGH THE NATIONAL PORTAL CHIKAYA
As part of the modernization of public administration and the strengthening of transparency, Cadi Ayyad University (UCA) is fully integrated into the national complaints portal Chikaya.ma, established by the Ministry of Digital Transition and Administration Reform. This digital platform serves as an official channel for collecting, processing, and monitoring users’ complaints, suggestions, and feedback, while contributing to the improvement of public service quality.
UCA benefits from a dedicated space on the platform, with secure access granted to authorized staff members. This system enables efficient and structured management of requests through automatic routing to the relevant departments. To ensure optimal use of the portal, the university regularly organizes training sessions for its staff, guaranteeing fast, professional, and standards-compliant handling of submissions.
The platform stands out for its universal accessibility. It is open to the entire university community—including students, faculty members, and administrative staff—as well as to the general public. This inclusiveness allows all users to express concerns, report issues, and propose improvements related to university services.
Complaint handling is based on a transparent and regulated system. Each request is registered and assigned a unique tracking number, allowing users to monitor its progress in real time. In accordance with current regulations (Decree No. 2.17.265), a maximum response time of 60 days is established. However, Cadi Ayyad University strives to enhance its performance, achieving an average processing time of approximately 15 to 20 days.
Through its integration into the Chikaya.ma platform, UCA reaffirms its commitment to participatory, transparent governance focused on continuous improvement. This system strengthens communication between the university and its users, while reinforcing trust and the quality of services provided.
