Faced with accelerated dematerialization, more and more local services are being asked to help with online formalities. While user expectations are high, agents find themselves in an uncomfortable situation with a potential legal risk linked to the handling of personal data.
It is to secure these practices that " AidantsConnect "This system allows a digital caregiver to carry out administrative procedures online for all people who, for various reasons, cannot carry out their procedures online. It also secures the caregivers who accompany these people on the issues of confidentiality, management and storage of personal data.
The trial phase of the service was launched on February 5 in 13 structures located in 10 departments, including three France Services structures. "The objective of this experiment is to test the use of the service under real conditions of support for users who have difficulty completing their administrative procedures online. It will therefore allow us to collect a certain amount of feedback and to validate the hypotheses of the user path. A mid-term assessment will be carried out.
Depending on the results of this experiment, Aidants Connect may be deployed throughout France from the second half of 2020.
In 2020, the Aidants Connect service will be enriched with educational resources to help caregivers support users who are having difficulty with digital tools, including an educational kit for training in the use of the service.
A co-constructed digital service
Aidants Connect is a state-owned startup managed by the Digital Society Program, incubated within the digital services incubator of the French National Agency for Territorial Cohesion, in conjunction with beta.gouv.fr (DINUM).From May to July 2019, the Aidants Connect team went to meet professional caregivers in a dozen territories to gather their needs to co-construct the device together. In all, nearly 150 caregivers participated in workshops to design and improve the device.
Aidants Connect is initially aimed at all professional caregivers who currently help users with their online administrative procedures: social workers, digital mediators, receptionists at town halls. In France Services structures, media libraries, libraries or within public service operators.
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