Evaluation of the quality of public service for citizen
months of delay
engagements de mesures de la performance
of french administration
business users
Background information
The General Secretariat for the Modernization of Public Action (SGMPA) is a service of the French Prime Minister which accompanies the Government in the implementation of the reform of the State and supports the administrations in their modernization projects. It encourages public actors to take ownership of new ways of designing and conducting public policies.
Simplicité proposed a robust, adaptable and high-performance solution to create the Marianne quality reference platform. Attentive to operational needs, the team is agile and responsive.
Challenge
Implement a system that is accessible, centralised and shared by all State actors at the heart of the digital transformation of the Administration. Integrate the new measures of the Marianne charter and remain scalable to adapt the tool to future developments, or even open, in the long term, the measurement of the quality of services directly to users.
Objectives / Solutions
To have a turnkey application, hosted on the State’s cloud, available to all institutional actors and allowing an accurate measurement of the quality of service to the user.
Report and propose improvements in order to better meet citizens’ expectations and adapt to changing uses.
Improve the quality of service through tools, but also through training and support for a strong involvement of agents in relation with users.
Creation of a unified, personalized application, accessible to all in cloud mode and scalable.
Back-Office: creation of evaluation rules, management of rights, processes, questionnaire creation.
Front office: Display of results on a simplified table for a quick visualization of your service quality level, your areas of progress and practical advice