Improve the quality of public services by eliciting user input (FR0090)

What is the public problem that the commitment will address? The Ministry for Government Transformation and the Civil Service wants to improve the quality of public services through user feedback. This is being made possible by the launch of Services Publics +, a platform that bolsters trust in public services and empowers citizens to help improve them.

What is the commitment? Get citizens to contribute to ongoing improvements to public services with the rollout of the Services Publics + website, which allows French people to share their experience of using public services via the Je donne mon avis [“Give my feedback”] form. They can provide positive feedback and make suggestions about how the user experience (UX) can be streamlined or improved.

How will the commitment contribute to solving the public problem? The launch of the Services Publics + platform gives users the opportunity to provide feedback after using public services, thus allowing stakeholders to improve them. With this initiative, user feedback can influence decisions about which public service improvements should be prioritised. It also provides citizens with a way to take part in the ongoing improvement of public services and priority setting, as they can voice their needs and have their input heard. By also aiming to ensure the 155 transparency of public services performance at local level, the programme is doing its part to help restore trust in public services.

Why is this commitment relevant to OGP values? This programme contributes to OGP objectives in several ways. For one, it improves transparency through the publication of survey results concerning user satisfaction with public services. In addition, thanks to the feedback system implemented, it encourages citizens to have a hand and a stake in improving public services. The programme also increases the accountability of stakeholders (e.g. civil servants, elected representatives, users) while promoting pragmatism and effectiveness.

Milestone activity with a verifiable deliverable Start date End date Co-creation community with users: Deliverable: A platform for online communication with users/public services design and development lab Q2 2022 -- Simplifying UX: Deliverable: Drafting of a UX map covering all life events identified by users Q4 2021 -- Services Publics + certification (featuring a user quality rating) Deliverable: Services Publics + certification with three quality tiers for public service departments or local authorities looking to highlight the work they have undertaken as part of ongoing improvement efforts Q1 2022 Q4 2024 SP + barometer Deliverable: A Services Publics + barometer up and running for Q2 2022 Q2 2022 --

Action Plan Review

Commitment 40. Improve the quality of public services by eliciting user input

● Verifiable: Yes

● Does it have an open government lens? Yes

● Potential for results: Unclear