Public services

Assignment examples

Overview

Public services are confronted by a double claim: ensure an equal access to quality services to all citizens across the national area while controlling associated costs. Indeed, users are all the more sensitive to Public services efficiency as they also pay taxes to finance them. The reform of the State aims at getting public action closer to specific regional needs. Putting users at the centre of Public services definitely represents a powerful lever in order to rise up to the challenge and gather civil servants as well as public communities around common projects.
Relying on new technologies, complementary distance and proximity services makes it possible to achieve a relationship of noticeable quality between users and Public services as well as to allow civil servants to focus on high value added activities.

Our experience in this field is acknowledged and led us to numerous assignments.

Our main references:

• ANPE (national employment bureau)
• DGA (ministry of defence)
• Luxembourg Post and Telecommunications

Assignment examples

Design and assistance of a quality methodology in a public network organization covering the whole of France (20 000 civil servants, 800 agencies at users' disposal)

• Design of services offers, jobs referential and internal plan
• Training and assistance of internal consultants (120) and internal quality auditors (250)
• Operational support to management throughout the network and functional services
• Assistance to the network to get the AFAQ services certification

Users are now considered as clients and their level of satisfaction has increased. The implementation of the quality methodology has increased both the reliability and comfort of the agentŐs work.

Definition and implementation of a multimedia help desk inside a major ministry

• Detailed design of services commitments between the help desk and internal customers
• Definition of desk processes and target organisation
• Selection and implementation of Customer Relationship Management and information sharing tools
• Training and help desk civil servants mastering Customer Relationship

The help desk implementation eases the roll out of a major internal project. Time and quality of answers given to internal customers are managed. Sharing of information regarding questions asked makes it possible to have internal evolution.

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