Due to the health context, a large number of users carried out administrative procedures on Service-public.fr, the official website of the French administration, in 2020, as they were unable to visit the administrations. They also regularly informed themselves via Service-public.fr on the practical declinations of official texts and health measures.
In 2019, Service-public.fr had passed the 300 million visits mark for the first time. In 2020, the site reached a new record with more than 426 million direct visits (an increase of more than 36% and a monthly average of 35.5 million visits). The Service-public.fr interministerial call center (CAI) offers an administrative information service by telephone, Allo Service Public 3939. This administrative information platform brings together specialized informants (civil servants made available by their ministries) in four areas of expertise: justice, housing and urban planning, labor and the interior. The CAI handled 138,646 calls in 2020. The service was stopped during the first containment and the resumption of activity was progressive. In order to ensure continuity of the service provided, a new organization was set up with adapted schedules, allowing the continuation of all the activities devolved to the service.
- The use of other services offered on service-public.fr increased significantly in 2020. Two million people opened a personal account in 2020: Service-public.fr now has 7 million personal accounts.
- Nearly five million online procedures were carried out directly, including two million requests for civil status certificates and one million declarations of change of address
- The administration directory, online at service-public.fr, recorded more than 25 million visits in 2020, including more than 20 million for local services.
- For the municipal elections, 550,000 applications for registration on the electoral roll were made in the last 30 days and the service for checking one's electoral status was used 1.8 million times.
- The site's news section, which includes administrative information related to the health crisis, was up 29% from 2019.
- For the first time, the Legifrance website, which provides access to codes, laws and regulations, has passed the 140 million visits mark. " This increase is mainly explained by the epidemic context of Covid-19, with unprecedented peaks of consultation of the electronic Official Journal, in conjunction with the publication of texts on health measures.
- Vie-publique.fr reached 19 million visits in 2020. Opened in October 2019 in a completely redesigned and enriched version, the new version has notably reached a younger audience thanks to its new formats and access via smartphone.
According to Nadège Cressonnier, head of the Metz CAI, " while at the beginning of the period, questions were mainly centered on travel certificates, we have noted a diversification of topics in connection with the evolution of issues related to Covid-19: from the implementation of partial activity, we have moved on to questions about remuneration during a period of partial unemployment, to questions about moving and those related to real estate purchase projects that were hindered by confinement. During vacations and weekends, we saw an increase in questions about childcare. We also received many questions related to time-bound situations, such as residence permits or payment deadlines for parking tickets, and we noted the difficulties caused by mail delivery delays.
602 million visits for the DILA sites The Direction de l'information légale et administrative (DILA), in its , counts 602 million visits on all the sites for which it is responsible.
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Last year, the DILA continued its work on digital accessibility: it set up a three-year accessibility plan in September 2020, which is broken down into annual action plans (compliance audits, awareness-raising actions, etc.).
"Accessibility is taken into account natively in the projects by the teams involved in the development of the sites.
