A Pôle Emploi agency.
-
Valinco / Sipa
The government presented a platform called “Public Services +” on Thursday.
It should allow users of public services to present their comments and pass them on.
For the executive, this participatory platform aims to improve the service provided.
Say hello to "Public Service +", which was presented this Thursday at a press conference.
No, this is not a new government-sponsored DTT channel, but a feature that is now online and will be accessible within a few months on all public service websites (taxes , CAF, Pôle Emploi, Health insurance, etc.).
His goal ?
Improve the relationship between the French and their administrations, by reporting dysfunctions and other points of improvement.
Concretely, on "Public Service +", everyone can leave an opinion or tell a lived experience at the counter.
The contributions, as well as the responses provided by the administration, are visible to all Internet users.
This device is not really an innovation, since it uses the architecture of the discreet “VoxUsagers” platform.
It existed since 2019 but was used very little (less than 2,000 contributions).
By renaming it and making it more easily accessible, the executive therefore intends to consolidate this tool for collecting words.
"Rediscover efficiency"
But the most important thing is what the government promises to do with it.
Amélie de Montchalin, Minister of Transformation and the Public Service, assured this Thursday that each question would have an answer.
Written by who?
"It is not necessarily the agents behind the counters who will respond," she said.
Each public service network is organized as it sees fit: some have chosen to decentralize the responses, others to group them together ”.
For example, if tomorrow, you leave an opinion or a remark on the Val-de-Marne CAF, it will not necessarily be an agent of this fund who will answer you.
Any problems raised by users will be summarized and reported by each service.
Every three months, Amélie de Montchalin will herself lead a “monitoring committee” to take stock of the areas for improvement in each administration.
"We must find efficiency in the administrative procedures" she explained during the press conference.
With this device, the executive recognizes that it is making a little groping.
This Thursday, the minister admitted wanting to "test things" and "adjust" if necessary, especially in the treatment of the responses.
"It will depend on the volume," she said.
Because writing to a dissatisfied or perplexed user can take time and therefore human resources, to the detriment of other tasks.
The ministry ensures that teams will be "dedicated to this work", the goal being "not to overload the agents".
No official-bashing
In any case, this will be a point scrutinized by the civil servants' unions.
"We will be vigilant on the workload that the platform will involve, especially as the coronavirus has already put a lot of services under strain, due to absences,"
Mylène Jacquot, secretary general of the CFDT Public functions
, told
20 minutes.
.
The trade unionist is not opposed to "Public Service +" per se - "providing answers is essential" - but wonders: "At the moment, we are in a rather tense period, and my fear is 'is that some users take advantage of the platform to have rather harsh expressions against officials.
It should not become an outlet.
"
A concern to which Amélie de Montchalin responded on Thursday: "it will not be a question of personally identifying public officials in the notices, but of seeing which steps can be improved".
The "offensive vocabulary" and "all capital letters" are "to be avoided" in the comments, notably warns the platform.
Civil servants will also have their say, since they will be able to leave opinions on “Public Service +” via a specific channel.
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