simpler, more effjcient and fairer public services moder - PDF document

Premier ministre SECRÉTARIAT GÉNÉRAL POUR LA MODERNISATION DE L’ACTION PUBLIQUE Gover nment moder nisation: simpler, more effjcient and fairer public services moder nisation.gouv.fr 1

Use r s’ e xpe c tations r e gar ding online infor mation, guidanc e and online tr ansac tions in a nutshe ll: ‘I want to be able to ge t infor mation online as quic kly as possible and to be able to manage all my pape r wor k and c ar r y out my online tr ansac tions , all in the same plac e . But the se rvic e s and the information must be r e liable : I want to be c e r tain that my re que st will ac tually be de alt with . I want to be able to c ontac t some one if I ne e d to: gove rnme nt se rvic e s are c omplic ate d and so is the I nte rne t and I would like to be able to c he c k on pr ogr e ss with my re que st online and, if ne c e ssary, whe n I’m on the move .’ Go ve rnme nt mo de rnisatio n: simpler, more effjcient and fairer public services

T he Sec retariat-General for Government Modernisation (SGMAP) G o ve rnm e nt m o de rnisa tio n is to d a y T he SGMAP’s o bjec tives are as fo llo ws: e sse ntia l in o rde r to b uild a ne w F • T o improve the inte ra c tion b e twe e n re nc h so c ia l mo de l , whic h c o mb ine s b o th g o ve rnme nt a nd the c itize n a nd se rvic e so lidarity and c o mpe titive ne ss. use rs thro ugh liste ning and inno vatio n • T We ne e d to re think the ro le playe d by the es o str eamline administr ative pr oc edur public autho ritie s. a nd to me a sure the q ua lity o f p ub lic Ce ntral and lo c al g o ve rnme nt re so urc e s se rvic e s ne e d to fo c us o n the o bje c tive o f r • T o evaluate public polic ies and suppo rt estor ing public fjnances . Ove r the pe rio d 2013-2015, go ve rnme nt re fo rm e a c h ministry will pro duc e a ‘ mo de rnisa- • T o develop digital solutions fo r use rs • T tio n and stre amlining pro gramme ’ (PMMS) o re form gove rnme nt information and to ma ke life e a sie r fo r b o th c itize ns a nd c ommunic ations syste ms • T public se rvants. o shar e public data T he Se c re ta ria t-Ge ne ra l fo r Go ve rnme nt • Cultivating mode rnisation within g o ve r- Mo d e rnisa tio n (SGMAP) wa s se t up b y nme nt in c o o pe ratio n with public ac to rs a De c re e of 30 Oc tobe r 2012 . I t is unde r the dire c t a utho rity o f the Prime Ministe r (se c re ta ria t to the g o ve rnme nt), a nd re po rts to the Ministe r fo r Sta te Re fo rm, De c e ntralisatio n and the Civil Se rvic e . How the SGMAP is or ganised T he SGMAP is made up o f se ve ral divisio ns whic h are re spo nsible fo r the mo de rnisatio n po lic y. I ts ac tio ns and pro je c ts are fo c usse d o n e ve ry part o f the process, from start to fjnish: from the needs expressed by users right up to the implementatio n o f tec hnic al so lutio ns. I t c o mprises: - the I nterministerial Direc to rate fo r Go vernment Mo dernisatio n (DI MAP) - the I nterministerial Direc to rate fo r I nfo rmatio n and Co mmunic atio ns Systems (DI SI C) - the E talab unit in c harge o f public data sharing Go ve rnme nt mo de rnisatio n: simpler, more effjcient and fairer public services 1

Improving interac tion with users through listening and innovation in public servic es How can liste ning and innovation change the inte r action with use r s? L iste ning no t just to c itizens and user s , but also to public ser vants pro vides us with the me a ns to ma ke pub lic se rvic e s simple r, mo re e ffic ie nt a nd fa ire r. I n o rde r to do this, the SGMAP has a who le range o f to o ls enabling it to gather suggestions fro m users and public se rvants and to g ain a better expectations . under standing of their 1. On the ‘ensemble-simplifjons.fr’ [Streamli - • On the Innovating and str eamlining with vants (‘Innover et simplifjer avec les ning is e ve ryo ne ’s busine ss] we bsite , user s civil ser c an suggest ways of improving servic es , agents public s’) pr amme website (inno - ogr c o mme nt o n sug g e stio ns ma d e b y ve r.mo de rnisatio n.go uv.fr), a par ticipator y o the r use rs a nd vote fo r tho se tha t the y platform fo r public se rvants, e ac h public c o nsider to be the best. Sinc e it was set up, se rvant is invite d to submit an ide a, a sug- the website has rec eived: ge stio n o r a c o mme nt de signe d to make public services simpler and more effjcient . - 500,000 visits - 2,000 c ontr ibutions, inc luding sever al dozen T he best suggestio ns will be implemented. whic h have led to streamlining measures T he SGMAP a lso a ssists ministrie s in o rg a- - 5 000 registratio ns o n the site nising pr innovation and pro mo te s izes for the ir a dva nta g e s, suc h a s strengthening 2. With a r c oope ra tion b e twe e n p ub lic se rva nts epr esentative gr oup of 5,000 F r ench citizens , the SGMAP is able to appr oac h user s a nd b ring ing d iffe re nt d e p a rtme nts on an ad hoc basis and ask them to take par t to g e the r, public ising and disse minating in surveys or to share their experience and ojects and valuing inno vato rs innovative pr their suggestions for impr ovements to ser vic es. (Ministry o f the I nte rio r, Ministry o f Justic e , T his ‘mic ro c o sm o f F ranc e’, whic h c an be Ministry o f E duc atio n). c onsulted fair ly r apidly at any time, ensur es L astly, the SGMAP is a stake ho lde r in the that surveys pro duc e wo rthwhile re sults, c reatio n by the OE CD o f an Observato ry o f espec ially when it is desir ed to put questions Public Sec to r I nno vatio n. to specifjc target groups . Go ve rnme nt mo de rnisatio n: simpler, more effjcient and fairer public services 2

Streamlining administrative proc edures and measuring the quality of public servic es How can we make public se r vice s simple r and mor e use r -fr ie ndly? Some of the vital user expectations include: T he ne e d to c o mple te the many adminis- go vernment servic es whic h trative procedures quickly at a diffjcult time is considered to be complex by 40% of users. - keep them infor med o f pro gress, - r educe waiting times and the numbe r o f . T he c e ntralisatio n and stre amlining o f the visits, pro c e dure s fo r re g iste ring a de a th no w - anticipate their needs . make it po ssible to info rm several agenc ies Taking those expectations as its starting in a single step, thanks to an o nline servic e. po int, the SGMAP suppo rts g o ve rnme nt • by impr action with the public : oving inter de partme nts and ag e nc ie s in imple me n- every day public servic es deal with users in ting the mo st relevant measures: o rder to answer their questio ns o r to enable • by str es : whe re use rs the m to c o mple te the administrative pro - eamlining pr ocedur c onsider that an administr ative pr oc edur e is c e dure the y re quire . T his human c ontac t too complex, there are solutions which can may take several fo rms: at a physical offjce make it simple r: r o r c o unter, by telephone and, inc reasingly eplace it with an electr o- fre que ntly no wadays, via the Inter net and nic pr ocedur e, impr ove the administr ative egulations mobile applications . Use rs may so me time s pr ocess, simplify administr ative r etc. Example: 550,000 deaths are registe - c o nside r that re spo nse time s are to o lo ng, re d e ve ry ye ar (so urc e : Natio nal I nstitute tha t the y ha ve to sp e a k to to o ma ny o f Statistic s and E c o no mic Studie s, I NSE E ). peo ple o r that they are c o nstantly asked to Go ve rnme nt mo de rnisatio n: simpler, more effjcient and fairer public services 3