France’s Strategy and Projects on Customer Satisfaction

1. CSM ad hoc group meeting Paris, 2 October 2008 France’s Strategy and Projects on Customer Satisfaction

2. DGME Organization from Analyze to Delivery Projects branch Electronic Administration « On-line services » • Innovation branch • Citizens unit • Business unit • Community and associations unit • Methods Mission Consulting branch Organizational re-engineering Propositions for improving services Departments Projects branch Simplification and service Quality « AB and service delivery »

3. From ranking “life events” to improvement and simplification Quantitative surveys Qualitative Surveys Process analysis Focus on simplification, improvement and modernization Propositions for improvement of services Priority life events Life events

4. Listening: The input for modernization • Rely on ONG networks • Develop other tools: • Constitute a permanent panel of citizens • Create a website for citizens to participate in simplifying and imagining the “Administration of tomorrow” (competition for ideas)

5. Quantitative survey: first results • Quantitative survey must rank life events in order to identify priority areas for simplification, improvement and modernization actions for each users segment (citizens, businesses, communities and associations). • Size and representativeness of the sample: 3000 French citizens or foreign residents in France • Contact method: Phone • Target of survey: Users who have been in contact with the administration during the last 2 years • FIRST RESULTS: • For citizens; priority areas for improvement are more difficult life events (handicap, death, elderly people…) • For businesses; priority areas for improvement are environmental regulations, creating a business, import/export regulations…

6. Public services satisfaction barometer • Objective : Create barometer of satisfaction with public services • Undertake international benchmarking on other barometers; • Canada (Citizens First) • United kingdom • Italy • … • Need an independent organization to guarantee independence and longevity • Add 5 questions to existing barometer Paul DELOUVRIER to measure level of satisfaction with public services

7. Questions added to Paul Delouvrier barometer • Assess level of user satisfaction with administrative services. • Identify user expectations of public services to understand drivers of satisfaction. Quick and reliable Service, Knowledge and competence of staff, Being treated fairly, Courtesy / compliance, Understanding of the response, Ability to choose between office, phone, Internet ...) • Understand user expectations to establish our work priorities. Simplify forms and reduce paperwork, Improve access, Put in place one stop shops, Improve staff competence, Increase opening hours, Simplify language of administration, Improve phone service, Develop online public services • Identify user expectations with public services in order to simplify them.Create simpler and easier forms, Limit number of documents to provide, Receive pre-filled forms by administration, Develop online services, Follow progress of the case file on Internet, Reduce processing times for treatment of the case file

8. User panel • Create a permanent user panel • 3000 people • Lasting a few years • Listening to users to simplify and improve public services • Flexible tool for quantitative and qualitative surveys • Usable by every administration (departments)

9. Thank you • Françoise Waintrop Francoise.waintrop@finances.gouv.fr • Aurélie Di Natale-Angelard Aurelie.di-natale@finances.gouv.fr