Carole Ferry 6:30 a.m., October 18, 2021

Relations between users and employees of the family allowances fund and the employment center have deteriorated markedly since the recent reforms.

This is the result of an investigation carried out internally by the CFDT, to which Europe 1 had access.

Numerous computer bugs make the situation worse.

EUROPE INFO 1

Reform of the APL, reform of unemployment insurance ... The unions are worried about the renewed tensions at the counter between the employees of the administrations and the users.

The CFDT therefore launched a questionnaire to assess the feeling in the Cafes and at Pôle Emploi.

Europe 1 was able to consult the first results exclusively.

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Daily insults

According to the survey, more than one in five agents find that their relations with users are strained, whether at Pôle Emploi or in the family allowance funds.

Many reception offices have recruited security guards to limit the excesses, but on the phone, aggression and insults are daily.

The reason for these tensions?

Computer bugs, both for users and for the administration.

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According to Christophe Ledoux, employee at the Caf d'Amiens, the reform of the APL has particularly stirred up anger since the beginning of the year.

"The problem with housing assistance is that it has not been computerized since the start of the year. We have thousands of computer bugs that cause staff to take over files. So we waste time. Today, some Cafes have processing times that are greater than 15 weeks. Obviously, that can create a certain tension because it is still used to pay part of the rent ". 

The national family allowance fund recognizes that the reform of the APL has led to IT malfunctions and delays for nearly 2% of the 6 million cases, or about 120,000 beneficiaries.