For several years, Tunisia has displayed an assertive desire to modernize its public services through digital transformation. In official speeches as in government routes, the digitization of the administration is presented as a major lever of transparency, efficiency and rapprochement between the State and the citizen. But in the field, reality seems more nuanced.
Digital platforms… half useful
Online platforms have emerged, both on the side of public banks and ministries. Some allow, in theory, to carry out remote administrative procedures, such as the request for birth extracts, the appointment to renew an identity card, or the opening of a bank account. However, it is not uncommon for these digital approaches to lead to an impasse: once the form completed online, the user is noted that he must still move physically to finalize the operation.
Anecdotes revealing the field
A revealing anecdote: a citizen having requested an extract from a criminal record via an online platform received a confirmation message, but was obliged to go to the police station to withdraw the document “in hand” – even though his identity had already been digitally verified via the platform.
Not yet completely digital banks
Another example: some Tunisian banks offer the opening of accounts online via their mobile sites or applications. The user can download their supporting documents, fill out a detailed form, and receive confirmation by email. But in many cases, he is then invited to present himself as an agency to physically sign the printed documents.
An organizational substantive problem
These contradictions reveal a fundamental problem: digital transformation cannot be limited to the digitization of interfaces. It requires an overhaul of internal processes, interconnection of databases, adapted training for public officials, as well as a legal and regulatory framework conducive to the total dematerialization of approaches.
Some notable advances
Despite these slowness, some progress is to be greeted. Services such as the E-Bawaba platform or the national teleservices portal have facilitated certain procedures, especially for businesses. The generalization of national digital identity, still in the pilot phase, could also change the situation in the medium term.
A site still open
In conclusion, Tunisia has indeed started its digital transformation, but the path remains strewn with pitfalls. It is not enough to create websites to revolutionize the administration: you have to review practices, change mentalities, and above all, place the user at the center of the process.
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