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France

Online Procedures Dashboard (FR0042)

Overview

At-a-Glance

Action Plan: France Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active

Institutions

Lead Institution: Minister of State for the Digital Sector, attached to the Prime Minister

Support Institution(s): Ministries offering online services, associations of users of Public Service, Department for Legal and Administrative Information (DILA)

Policy Areas

E-Government, Public Participation

IRM Review

IRM Report: France Transitional Results Report 2018-2020, France Design Report 2018-2020

Starred: Pending IRM Review

Early Results: No IRM Data

Design i

Verifiable: Yes

Relevant to OGP Values: Access to Information , Civic Participation

Potential Impact:

Implementation i

Completion:

Description

Set up an open and participatory dashboard of online procedures
Lead institution(s):
Minister of State for the Digital Sector, attached to the Prime Minister
Other stakeholders:
Ministries offering online services, associations of users
of Public Service, Department for Legal and Administrative Information (DILA)
New commitment
OGP principles with which the commitment is associated:
Civic participation in drafting and assessing public policies
Challenges
The State offers a wide range of services online. With a view to continuously improving the quality of service, the State is committed to publishing the list of procedures that can be done online and to involving citizens in improving them.
Feedback from users and their suggestions for improvement will enable the authorities to tailor the services more closely to their expectations.
Ambitions
This first involves providing users with a dashboard of online procedures, which will also allow them to give feedback on these procedures for the purposes of improving them: make complaints about the procedure, request changes, report malfunctions or omissions.
Furthermore, a mechanism will be set up to help the authorities to take these requests into account. Lastly, this mechanism will ensure that users' opinions are genuinely heeded in the implementation of the digitisation policy priorities.
The road map in detail

Draw up a list of procedures that can be done online with all of the authorities concerned Semester 1 2018
Develop a tool which the authorities can use to add procedures to the online dashboard or update existing procedures Semester 1 2018

Launch an online open and participatory dashboard of State public services for use by civil society Semester 1 2018
Process and share feedback from civil society on online procedures with the ministries and organise the feedback loop to ensure these comments and requests are taken on board Semester 2 2018

IRM Midterm Status Summary

13. Set up an open and participatory dashboard of online procedures

Language of the commitment as it appears in the action plan:

The State offers a wide range of services online. With a view to continuously improving the quality of service, the State is committed to publishing the list of procedures that can be done online and to involving citizens in improving them.

Feedback from users and their suggestions for improvement will enable the authorities to tailor the services more closely to their expectations.

This first involves providing users with a dashboard of online procedures, which will also allow them to give feedback on these procedures for the purposes of improving them: make complaints about the procedure, request changes, report malfunctions or omissions.

Furthermore, a mechanism will be set up to help the authorities to take these requests into account. Lastly, this mechanism will ensure that users' opinions are genuinely heeded in the implementation of the digitisation policy priorities. [54]

Milestones

13.1 Draw up a list of procedures that can be done online with all of the authorities concerned

13.2 Develop a tool which the authorities can use to add procedures to the online dashboard or update existing procedures

13.3 Launch an online open and participatory dashboard of State public services for use by civil society

13.4 Process and share feedback from civil society on online procedures with the ministries and organise the feedback loop to ensure these comments and requests are taken on board

Start Date: 2018

End Date: 2018

Context and Objectives

In the last decade, the successive governments in France have engaged in digitalizing public services. In 2013, then President François Hollande announced a “simplification shock.” [55] He created new government services to simplify administrative procedures for citizens and businesses, including through digitalization. This ambition was sustained under Emmanuel Macron’s leadership, with a goal to make 100 percent of all administrative procedures digital by the end of the mandate.

Digitalization does not come without its problems. A recent report from the Office of the Ombudsman indicated that many users had filed complaints about the digitalization of public services. It also noted that digitalization should not come with a reduction in physical public services. The ombudsman pointed to the lack of standardization of online procedures, the existence of numerous technical obstacles, and the non-usability of these procedures by disabled people. These difficulties have created an opportunity for private actors to create a commercial platform to give easy access to free public services. [56]

This commitment aims to centralize digital services and involve users in improving digital procedures. In 2018, the Digital Information and Communication system (DINSIC)—the government agency in charge of digital affairs—launched a platform that lists the administrative procedures that have been digitalized. It also lists users’ ratings of the digital procedure (https://nosdemarches.gouv.fr/). These elements should serve as the basis for the activities of this commitment. Government agencies could update the list and access user feedback, and users could comment on existing digital services and procedures that should be digitalized.

The IRM researcher considers this commitment to be relevant to improving civic participation. It allows users to draw attention to problems and suggest changes. Similarly, it can be considered relevant to access to information. It requires the development of a mechanism to gather feedback from civil society.

Overall, this commitment is specific enough to be verifiable. The text of the milestones is, however, relatively vague. They mention “[drawing] up a list” or “[processing] and [sharing] feedback” without any further explanation of where this list can be accessed or how the feedback should be used by the administration. However, exchanges between the IRM researcher and the DINSIC provided more specific information about the list, which is available at the following link: https://nosdemarches.gouv.fr/.

The IRM researcher deems this initiative to have a potential minor effect. The commitment aims to involve users in providing feedback on online services. However, it does not address the concerns raised by the ombudsman regarding the lack of standardization of online procedures, numerous technical obstacles, and the non-usability of these procedures by disabled people.

Next steps

Given that this commitment is already significantly underway, the IRM researcher suggests that it not be carried forward to the next action plan. The government could, however:

  • Merge commitments that concern digitalized public services into one commitment with several milestones, and ensure public input on its development to clarify what platforms and procedures already exist and what the digitalization strategy of the government is; and
  • Prepare an information campaign about the merged commitment, to reach and involve a wider audience.
[54] For a Transparent and Collaborative Government: France National Action Plan 2018–2020, https://www.opengovpartnership.org/wp-content/uploads/2018/08/France-Action-Plan-2018-2020-English.pdf (accessed on 10 January 2019).
[55] Gouvernement. Choc de simplification. 15 May 2017. Online, available at: https://www.gouvernement.fr/action/le-choc-de-simplification (accessed on 4 September 2019).
[56] Défenseur des Droits. Dématérialisation et Inégalités d’Accès aux Services Publics, 2019, https://www.defenseurdesdroits.fr/sites/default/files/atoms/files/rapport-demat-num-21.12.18.pdf (accessed on 14 February 2019).

IRM End of Term Status Summary

13. Set up an open and participatory dashboard of online procedures

Completion: Complete

The Ministry for Public Transformation and Services and the DINUM created a dashboard listing 250 procedures [xlvi] that can be done online. [xlvii] It is coupled with an observatory that monitors the quality and progress of service digitalization. The government self-assessment indicates that 61% of online public procedures offers an opportunity to users to provide feedback on their experience through an “I provide feedback” icon included on the page of the online service.

[xlvi] Direction interministérielle de la transformation publique. Pour une action publique transparente et collaborative. December 2020, https://www.modernisation.gouv.fr/sites/default/files/ogp_rapport_autoevalution_com.pdf (accessed on 20 January 2021)
[xlvii] Available here : https://observatoire.numerique.gouv.fr/(accessed on 20 January 2021)

Commitments

  1. Transparency of Public Services

    FR0030, 2018, E-Government

  2. Transparency of Public Procurement

    FR0031, 2018, Access to Information

  3. Transparency of Development Aid

    FR0032, 2018, Access to Information

  4. Expand Open Data

    FR0033, 2018, Access to Information

  5. Improved Data Policies and Administration

    FR0034, 2018, Access to Information

  6. Transparency of Public Algorithms

    FR0035, 2018, E-Government

  7. Open Data at Sub-National Level

    FR0036, 2018, Access to Information

  8. State AI Lab

    FR0037, 2018, Automated Decision-Making

  9. Administrative Capacity-Building

    FR0038, 2018, Capacity Building

  10. Public Service Incubators

    FR0039, 2018, Capacity Building

  11. Streamline Data Flows

    FR0040, 2018, Access to Information

  12. Open Etat Forum

    FR0041, 2018, E-Government

  13. Online Procedures Dashboard

    FR0042, 2018, E-Government

  14. Govtech Summit

    FR0043, 2018, Capacity Building

  15. Improve Public Consultation Mechanisms

    FR0044, 2018, E-Government

  16. International Transparency and Citizen Participation

    FR0045, 2018, Aid

  17. Public Pariticipation in Sustainable Development

    FR0046, 2018, Access to Information

  18. Open Science

    FR0047, 2018, Access to Information

  19. Citizen Involvement in Cour Des Comptes

    FR0048, 2018, Access to Information

  20. Transparency of Interest Representatives

    FR0049, 2018, Access to Information

  21. Access to Information on Public Officials

    FR0050, 2018, Access to Information

  22. Open Regional and Local Authorities' Data

    FR0001, 2015, Access to Information

  23. Publish Municipal Council Decisions and Reports Online

    FR0002, 2015, E-Government

  24. Publish Building Permits in Open Data Format

    FR0003, 2015, Access to Information

  25. Starred commitment Increase Transparency in Public Procurement

    FR0004, 2015, Access to Information

  26. Improve Transparency in International Development Aid

    FR0005, 2015, Access to Information

  27. Open Access to Public Policy Evaluations

    FR0006, 2015, E-Government

  28. Involve Citizens in Cour Des Comptes Work

    FR0007, 2015, Access to Information

  29. Access to Public Officials Transparency Obligations

    FR0008, 2015, Access to Information

  30. Starred commitment Beneficial Ownership

    FR0009, 2015, Anti-Corruption

  31. Transparency in Extractive Industries

    FR0010, 2015, Anti-Corruption

  32. Transparency in International Trade Commercial Negotiations

    FR0011, 2015, Access to Information

  33. Fix My Neighborhood

    FR0012, 2015, E-Government

  34. Digital Fix-It

    FR0013, 2015, Access to Information

  35. Co-Produce Data Infrastructure with Civil Society

    FR0014, 2015, Access to Information

  36. Starred commitment Open Legal Resources

    FR0015, 2015, Access to Information

  37. Reform Participatory Mechanisms

    FR0016, 2015, Public Participation

  38. Mediation and Justice

    FR0017, 2015, Access to Justice

  39. Starred commitment Open and Circulate Data

    FR0018, 2015, Access to Information

  40. Open Calculation Models and Simulators

    FR0019, 2015, Access to Information

  41. Open Platform for Government Resources

    FR0020, 2015, E-Government

  42. Improve Public Services Through E-Government and User Interaction

    FR0021, 2015, E-Government

  43. Empower Civil Society to Support Schools

    FR0022, 2015, E-Government

  44. Diversify Recruitment Within Public Institutions

    FR0023, 2015, Capacity Building

  45. Culture Change

    FR0024, 2015, Capacity Building

  46. Spread Public Innovation

    FR0025, 2015, Capacity Building

  47. Starred commitment Protect Against Conflicts of Interest

    FR0026, 2015, Anti-Corruption

  48. Civil Society & Transparency in COP21 Conference Planning

    FR0027, 2015, Environment and Climate

  49. Open Data and Climate/Sustainable Development

    FR0028, 2015, Access to Information

  50. Collaborate with Civil Society on Climate and Sustainable Development

    FR0029, 2015, Environment and Climate

Open Government Partnership