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More than two million people have passed through the doors of a Maison de services au public

Published on 03 January 2018
Update on 26 September 2022
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Summary

In one year, more than two million people have passed through the doors of a Maison de services au public (MSAP) and 3 million procedures have been carried out there, according to Caisse des Dépôts, which is responsible for coordinating the MSAP network.

The " Maisons de services au public" (MSAP ) are shared public service spaces that provide access to a wide range of services, from the provision of simple information to the support of the user in their digital procedures.

A first generation of "public service centers" was created in 2006 to respond to the difficulties of access to public services, particularly in rural areas.

Renamed Maison de services au public in 2016, the MSAPs bring together local partners and seven national public operators: Pôle emploi, caisses d'allocations familiales, assurance maladie, retraite, mutualité sociale agricole, La Poste, GRDF).

In December 2015, a funding fund was established for the deployment of 1,000 Houses of Public Services.

There were 1,150 Public Service Houses in 2017, 500 of which were hosted in post offices.

The support of users in their online procedures and the provision of digital equipment are among the top services provided by the MSAPs.

The "Maison de services au Public" label is granted by the Prefect of the department on the basis of a set of specifications that allows for the granting of financing from the State and the national fund.

In 2016, the majority of MSAPs were run by an intermunicipal organization.

Accompanying users in their online procedures

According to a survey conducted at the end of 2016 among users of the Houses (7,833 questionnaires processed), users go to the Houses primarily to be accompanied in their procedures and helped to compile a file (40%), to obtain information (33%), to use the computer tools available for free access (27%) or to be accompanied in carrying out an online procedure (24%).

A high satisfaction rate

According to the 2016 survey, the MSAP public is mostly female (59%), largely composed of job seekers (42%) and inactive: 26% (including 16% retired). 80% live in the commune of the center or in a commune located less than 10 kilometers away.

The 2016 survey had highlighted a high satisfaction rate: 81% of users were completely satisfied with their visit, 86% for the reception and accompaniment, 82% for the ability to help with procedures and 80% for the availability.

84% felt that their application had been fully resolved.

New specifications in 2018

On October 10, Jacques Mézard, the Minister of Territorial Cohesion, indicated his desire to extend the network of Maisons de services au public(MSAPs) to allow each user to be within a quarter of an hour of one of them.

The State"will continue to provide financial support for the operating budget of the Maisons de services au public". It has asked the General Commission for Territorial Equality (CGET), responsible for steering the system, to propose new specifications in 2018,"focused on the quality of service provided.

The specifications in force (which date from 2015) were relatively unrestrictive for the digital component: it provides that "the digital equipment must be in line with the needs and uses of the public. The service center shall include at least one computer tool available to the public with an internet connection, with the best possible connection".

The service commitments of the MSAPs are more explicit. They statethat "one or more of the following facilities may be made available to you in the House of Public Services

  • a multimedia point connected to the Internet, or multiservice terminal
  • video communication equipment (and/or a webcam). This equipment is installed to be used in good conditions of discretion.
  • If necessary, the MSAP coordinator will provide you with technical assistance for handling the equipment, but also for browsing the websites of partner organizations. In case of breakdown, the equipment is restored to working order as soon as possible. 
In addition to self-access computers and a vision-conferencing device, MSAP equipment is largely geared toward digital conversion and document printing. In 2016, 96% of MSAPs had a printer and 88% had a scanner.

Références :

Sources

More than two million people have passed through the doors of a Maison de services au public

In one year, more than two million people have passed through the doors of a Maison de services au public (MSAP) and 3 million procedures have been carried out there, according to Caisse des Dépôts, which is responsible for coordinating the MSAP network.

The " Maisons de services au public" (MSAP ) are shared public service spaces that provide access to a wide range of services, from the provision of simple information to the support of the user in their digital procedures.

A first generation of "public service centers" was created in 2006 to respond to the difficulties of access to public services, particularly in rural areas.

Renamed Maison de services au public in 2016, the MSAPs bring together local partners and seven national public operators: Pôle emploi, caisses d'allocations familiales, assurance maladie, retraite, mutualité sociale agricole, La Poste, GRDF).

In December 2015, a funding fund was established for the deployment of 1,000 Houses of Public Services.

There were 1,150 Public Service Houses in 2017, 500 of which were hosted in post offices.

The support of users in their online procedures and the provision of digital equipment are among the top services provided by the MSAPs.

The "Maison de services au Public" label is granted by the Prefect of the department on the basis of a set of specifications that allows for the granting of financing from the State and the national fund.

In 2016, the majority of MSAPs were run by an intermunicipal organization.

Accompanying users in their online procedures

According to a survey conducted at the end of 2016 among users of the Houses (7,833 questionnaires processed), users go to the Houses primarily to be accompanied in their procedures and helped to compile a file (40%), to obtain information (33%), to use the computer tools available for free access (27%) or to be accompanied in carrying out an online procedure (24%).

A high satisfaction rate

According to the 2016 survey, the MSAP public is mostly female (59%), largely composed of job seekers (42%) and inactive: 26% (including 16% retired). 80% live in the commune of the center or in a commune located less than 10 kilometers away.

The 2016 survey had highlighted a high satisfaction rate: 81% of users were completely satisfied with their visit, 86% for the reception and accompaniment, 82% for the ability to help with procedures and 80% for the availability.

84% felt that their application had been fully resolved.

New specifications in 2018

On October 10, Jacques Mézard, the Minister of Territorial Cohesion, indicated his desire to extend the network of Maisons de services au public(MSAPs) to allow each user to be within a quarter of an hour of one of them.

The State"will continue to provide financial support for the operating budget of the Maisons de services au public". It has asked the General Commission for Territorial Equality (CGET), responsible for steering the system, to propose new specifications in 2018,"focused on the quality of service provided.

The specifications in force (which date from 2015) were relatively unrestrictive for the digital component: it provides that "the digital equipment must be in line with the needs and uses of the public. The service center shall include at least one computer tool available to the public with an internet connection, with the best possible connection".

The service commitments of the MSAPs are more explicit. They statethat "one or more of the following facilities may be made available to you in the House of Public Services

  • a multimedia point connected to the Internet, or multiservice terminal
  • video communication equipment (and/or a webcam). This equipment is installed to be used in good conditions of discretion.
  • If necessary, the MSAP coordinator will provide you with technical assistance for handling the equipment, but also for browsing the websites of partner organizations. In case of breakdown, the equipment is restored to working order as soon as possible. 
In addition to self-access computers and a vision-conferencing device, MSAP equipment is largely geared toward digital conversion and document printing. In 2016, 96% of MSAPs had a printer and 88% had a scanner.

Références :

Sources

Labo Société Numérique

Labo République Française Agence nationale de cohésion des territoires
More than two million people have passed through the doors of a Maison de services au public