On the occasion of the National Conference of Territories on December 14, the Council of Orientation and Administrative Information (COEPIA) shares its draft report, currently being finalized for early 2018.
The COEPIA repeats and clarifies its analysis of the portion of the population (20%, or some 10 million people over 18) that continues to face structural difficulties.
After several months of hearings and exchanges, the COEPIA presents several recommendations for public decision-makers "to maximize the digital potential of public services without leaving users behind".
These recommendations are broken down into four areas:
- Designing adapted pathways for users that mobilize the minimum of digital skills;
- To guarantee an adapted help to the various users in difficulty;
- Supporting agents and enhancing their commitment to digital public services;
- Plan the means, financing and indicators of support.
Designing adapted pathways for users that require a minimum of digital skills
The COEPIA recommends designing online services that minimize the prerequisites(clear language and the use of images, minimization of the equipment required, mobile use), to anticipate digital difficulties in the user's journey (by identifying the public with digital difficulties to facilitate their journey and by providing users with personalized technical assistance) and to personalize the information and service (access by areas of interest, simulators or calculators, communication of information that public services already have, online monitoring of requests, online correction of requests) and to involve the public in the definition and evaluation of digital services
Guarantee appropriate assistance to different users in difficulty
The COEPIA recommends supporting users in digital administrative procedures (differentiated assistance to users, human support whenever necessary, extension of the Marianne label to good digital practices), facilitating the action of intermediaries for the benefit of users who are furthest from the digital world (by systematically providing a support or mediation system, by specifying the responsibility of intermediaries carrying out online procedures, by supporting the governance and financing of digital public spaces and by facilitating procedures for the homeless).Supporting agents and enhancing their commitment to digital public services
The COEPIA recommends supporting employees in the digital evolution of public services (by involving employees in the implementation of digital public services and support services, by developing training for employees in supporting users of digital public services, by supporting employees themselves in the transformation of their jobs brought about by digital technology, by developing a toolbox to share best practices developed in the various public services), to value the commitment of agents in these new technologies and approaches (by ensuring that agents have equipment and a connection adapted to their support tasks, by recognizing the competence of agents in the digital support of usersPlan the means, financing and indicators of support
The COEPIA recommends developing monitoring and alert indicators, and providing the necessary funding and organization to support the move to dematerialization (via the creation of a fund fed by part of the savings achieved through digitization).Référence :
