Services related to the public: satisfaction and quality of service indicators
Verified 06 May 2019 - Directorate for Legal and Administrative Information (Prime Minister)
Since December 2018, several public service networks have published their results on the internet and posted them locally on their physical home sites. The display of the results gradually extends until 2020 to all public services related to individuals, but also professionals and companies (customs, companies tax services, DREAL...).
This commitment helps to strengthen the relationship of trust with users and to improve the quality of service.
The results displayed reflect both user satisfaction, i.e. the quality of service assessed by the public, and the performance of the service, i.e. the quality of service provided by the administration. This translates into two types of indicators:
- satisfaction indicators, measured by surveys: overall satisfaction, satisfaction with the quality of reception, clarity of response provided, etc. ;
- performance indicators, as measured by the administration: telephone drop-out rate, average response time to emails, case processing rate within X days, etc.).
Indicators are defined by each administrative “network” (e.g. Pôle emploi and its agencies), as closely as possible to the public’s expectations. They are measured locally in order to best reflect the quality that concerns each user.
By 2020, the results will be posted at all physical reception sites, across the territory. They will all also be published on the internet and made open data.
In order to make the publications accessible and to make the most of this approach to transparency in public services, the first published results have been compiled on a common website:
You can already consult the results of the 15 networks that are already implementing this commitment, also available on their own websites:
- Family Allowance Fund
- Health insurance fund
- Pension fund
- Military Social Security Fund
- National Center for Academic and Educational Works (CNOUS)
- Consulates of France abroad
- Police Department
- Agricultural social mutual society
- Pôle emploi
- Font
- Paris Police Department
- Prefectures
- Tax Department
- Online service Company Counter
- High Courts
For these public service networks, the measurement of results and the deployment of displays are being generalized: they are therefore still partial and do not systematically concern all localities. Likewise, the quality of service indicators are intended to be enriched and supplemented.