Few administrations display the results of satisfaction surveys on physical reception. This lack of transparency on the quality of the service provided does not allow to value the professional commitment of public agents and to target, as close as possible to the realities on the ground, the improvement actions.
In the France's national action plan for transparent and collaborative public action for 2018-2020 published as part of the Open Government Partnership, the government announced that "all administrations in contact with users will publish, by 2020, indicators of results and quality of service, including user satisfaction, updated at least annually, to give citizens access to transparent information.
Users will have the opportunity to express their opinions. This will help restore citizens' confidence in the administration, improve the quality of services provided to users, in particular to better target improvement actions, and also to consolidate the commitment of the public service to a culture of efficiency. All citizens will thus have access to the same level of information.The roadmap provides:
- End of 2018: A first wave of quality indicators will be displayed in the following areas: personal tax services, courts, consulates, social security funds, etc.
- 2019: Experimentation of digital devices for collecting and using users' opinions and suggestions
- By the end of 2020: All public services in contact with users will report on the quality of the services they deliver by displaying performance and satisfaction indicators in physical reception sites and on websites delivering digital services.
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