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 ParticipationIRM Review
IRM Report: France Design Report 2018-2020
Starred: Pending IRM Review
Early Results: Pending IRM Review
Design i
Verifiable: Yes
Relevant to OGP Values: Access to Information , Civic Participation
Implementation i
Completion: Pending IRM Review
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.
Commitments
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Transparency of Public Services
FR0030, 2018, E-Government
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Transparency of Public Procurement
FR0031, 2018, Access to Information
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Transparency of Development Aid
FR0032, 2018, Access to Information
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Expand Open Data
FR0033, 2018, Access to Information
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Improved Data Policies and Administration
FR0034, 2018, Access to Information
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Transparency of Public Algorithms
FR0035, 2018, E-Government
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Open Data at Sub-National Level
FR0036, 2018, Access to Information
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State AI Lab
FR0037, 2018, Automated Decision-Making
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Administrative Capacity-Building
FR0038, 2018, Capacity Building
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Public Service Incubators
FR0039, 2018, Capacity Building
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Streamline Data Flows
FR0040, 2018, Access to Information
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Open Etat Forum
FR0041, 2018, E-Government
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Online Procedures Dashboard
FR0042, 2018, E-Government
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Govtech Summit
FR0043, 2018, Capacity Building
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Improve Public Consultation Mechanisms
FR0044, 2018, E-Government
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International Transparency and Citizen Participation
FR0045, 2018, Aid
-
Public Pariticipation in Sustainable Development
FR0046, 2018, Access to Information
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Open Science
FR0047, 2018, Access to Information
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Citizen Involvement in Cour Des Comptes
FR0048, 2018, Access to Information
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Transparency of Interest Representatives
FR0049, 2018, Access to Information
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Access to Information on Public Officials
FR0050, 2018, Access to Information
-
Open Regional and Local Authorities' Data
FR0001, 2015, Access to Information
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Publish Municipal Council Decisions and Reports Online
FR0002, 2015, E-Government
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Publish Building Permits in Open Data Format
FR0003, 2015, Access to Information
-
Increase Transparency in Public Procurement
FR0004, 2015, Access to Information
-
Improve Transparency in International Development Aid
FR0005, 2015, Access to Information
-
Open Access to Public Policy Evaluations
FR0006, 2015, E-Government
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Involve Citizens in Cour Des Comptes Work
FR0007, 2015, Access to Information
-
Access to Public Officials Transparency Obligations
FR0008, 2015, Access to Information
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Beneficial Ownership
FR0009, 2015, Anti-Corruption
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Transparency in Extractive Industries
FR0010, 2015, Anti-Corruption
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Transparency in International Trade Commercial Negotiations
FR0011, 2015, Access to Information
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Fix My Neighborhood
FR0012, 2015, E-Government
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Digital Fix-It
FR0013, 2015, Access to Information
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Co-Produce Data Infrastructure with Civil Society
FR0014, 2015, Access to Information
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Open Legal Resources
FR0015, 2015, Access to Information
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Reform Participatory Mechanisms
FR0016, 2015, Open Regulations
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Mediation and Justice
FR0017, 2015, Access to Justice
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Open and Circulate Data
FR0018, 2015, Access to Information
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Open Calculation Models and Simulators
FR0019, 2015, Access to Information
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Open Platform for Government Resources
FR0020, 2015, E-Government
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Improve Public Services Through E-Government and User Interaction
FR0021, 2015, E-Government
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Empower Civil Society to Support Schools
FR0022, 2015, E-Government
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Diversify Recruitment Within Public Institutions
FR0023, 2015, Capacity Building
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Culture Change
FR0024, 2015, Capacity Building
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Spread Public Innovation
FR0025, 2015, Capacity Building
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Protect Against Conflicts of Interest
FR0026, 2015, Anti-Corruption
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Civil Society & Transparency in COP21 Conference Planning
FR0027, 2015, Environment and Climate
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Open Data and Climate/Sustainable Development
FR0028, 2015, Access to Information
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Collaborate with Civil Society on Climate and Sustainable Development
FR0029, 2015, Environment and Climate