Public Administration 2.0: How Artificial Intelligence and Digitalization Are Reinventing Public Services

The rapid advancement of digital technologies and Artificial Intelligence (AI) is profoundly transforming public administrations, offering unprecedented opportunities to enhance the management, efficiency, and transparency of public services. AI enables the automation of administrative processes, the personalization of public services, and improved access to government resources for citizens. However, this digital transformation also presents significant challenges, particularly in terms of data security, infrastructure management, and digital inclusion. This article draws on case studies conducted in Niger, Quebec, Morocco, France, and Algeria, revealing contrasting outcomes. In some contexts, digitalization has improved access to public services, reduced administrative processing times, and strengthened citizen participation. In others, however, inadequate infrastructure, unequal access to digital technologies, and citizens' reluctance to adopt new technologies have hindered the implementation of digital public service systems. The study identifies several critical success factors for digital transformation initiatives, including infrastructure modernization, continuous training of public officials, and citizen awareness and engagement. It concludes by emphasizing the importance of these factors in ensuring the sustainable and inclusive adoption of digital technologies within Moroccan public services.