PDF on Services Publics + from the Service Design and Delivery in a Digital Age - Academies for EaP countries. Topic 1: User-centric design and delivery.

1. Direction interministérielle
de la transformation publique
A PROGRAMME OF CONTINUOUS IMPROVEMENT OF PUBLIC
SERVICES, BUILT ON THE VIEWS AND EXPERIENCE OF USERS
Since January 2021, Services Publics + is a programme
of continuous improvement of public services that
aims to offer users services that are always closer,
simpler and more efficient.
The aim of Services Publics + is to make feedback
and user opinions the key to a process of progress
and operational efficiency, through an approach
led by public servants, involving people and elected
representatives.
Services Publics + also covers the main principles of
action of the public transformation programme:
• Trustandbenevolence:benevolencetowardsusers
and recognition of the right to make mistakes, in
accordance with the provisions of the Loi ESSOC
(Law for a State serving a trustworthy society)
• Transparency: responsability of public services
to their users regarding the quality of the service
provided
• Empowerment of public agents: flexibility granted
to local public agents, so that decisions are taken
as close as possible to users’ needs
• Involvement of users in public action: taking
into account the voice of users so that they can
contribute to the progress of public services
This programme is therefore based on 4 pillars to meet the expectations of the French and its main
principles of action:
1. The promise: mobilisation of all public services around 9 new commitments, adapted to each public service
network according to its business and missions;
2. The proof : publication of the results at local level in a context of transparency
3. Listening to users: on the ground with the possibility for everyone to give their opinion and share their
experiences of public services on an online platform
4. Continuous improvement: of service quality based on user feedback.
The French people have expressed strong expectations in terms of quality of service, simplification
and listening:
• faster processing of requests
• simplification of administrative procedures
• more easily accessible public services
• more personalised follow-up of users’ procedures, with regard to their personal situation
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2. To address these expectations, more than 2.5 million public agents involved in 9 new service
commitments common to all public services.
Public services that are closer to
the people:
• To trust users and ensure
that they have the right to
make mistakes
• Be more easily accessible
• Give users personalised sup-
port
More efficient public services :
• Easily guide the user to the
appropriate service
• Provide a faster reply
• Display the results of public
services in full transparency
Simpler public services :
• Take users’ opinions into
account
• Continuous improvement
• Be eco-responsible
Backed by the Service-Public.fr website, the most
visited public website in France, the Services Publics +
platform includes five main functions:
1. Each user can consult the 9 commitments
common to all public services.
2. Each committed public service now reports on
the quality of its service and its performance by
clearly displaying its results on the platform and in
the physical reception areas. The indicators used
are defined by each public service according to
the characteristics of its missions and its business,
as close as possible to the expectations of users.
3. The testimonies and answers provided by the
administrations concerned will be visible to
all. They will contribute to the action plans for
improving public services.
4. Each user will be able to send or report
administrative procedures that are deemed
complex (letters, e-mails, forms or websites).
5. Users who wish to do so can take part in test
panels and give their opinion on proposals for
simplifying and reformulating administrative
documents or procedures.
What are the first results?
Since 2017, the appreciation of public services by the French has increased significantly:
• 73% of French people say they are satisfied with public services (Delouvrier Barometer 2021).
• 77% of French people (+9 points compared to 2016) trust the administration to provide them with advice and
solutions if they encounter difficulties or make mistakes in good faith (Baromètre de la confiance ressentie
par les particuliers, Harris Interactive, 2021)
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Contact
sec.ditp@modernisation.gouv.fr
T.: + 33 1 71 21 11 93 / + 33 1 71 21 11 83
www.modernisation.gouv.fr
An online platform to enable all French people to contribute to improving public services