{"id":38412,"date":"2026-04-20T12:13:32","date_gmt":"2026-04-20T12:13:32","guid":{"rendered":"https:\/\/www.synbird.com\/fr\/?page_id=38412"},"modified":"2026-04-27T09:14:39","modified_gmt":"2026-04-27T09:14:39","slug":"moderniser-relation-usager-commune-nouvelle-saint-james","status":"publish","type":"page","link":"https:\/\/www.synbird.com\/fr\/avis-cas-clients\/moderniser-relation-usager-commune-nouvelle-saint-james\/","title":{"rendered":"Commune nouvelle de Saint-James"},"content":{"rendered":"\t\t
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\n\t\t\t\t\t\tCas client\n\t\t\t\t\t<\/p>

La Commune Nouvelle <\/br>de Saint-James<\/span><\/h1>\t\t\t\t
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Apr\u00e8s la mise en place d\u2019un premier outil, comment Saint-James a \u00e9tendu la digitalisation pour simplifier davantage les d\u00e9marches usagers ?<\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Mairie\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Gestion de la relation usager, demandes citoyennes, \u00e9tat civil, urbanisme, CCAS\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Moderniser la relation usager<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\tD\u00e9couvrez comment la commune a modernis\u00e9 sa gestion de la relation usager gr\u00e2ce \u00e0 plusieurs modules SynBird, avec au c\u0153ur du dispositif le module SynBird D\u00e9marches : \u00c9crire \u00e0 la mairie.\n\t\t\t\t\t<\/p>


Le contexte de la transition<\/h3>\t\t\t\t
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La Commune Nouvelle de Saint-James<\/a> utilise les outils SynBird depuis 2023, avec un premier d\u00e9ploiement d\u00e9di\u00e9 \u00e0 la prise de rendez-vous. Dans le cadre de la refonte de son site internet en 2025, la mairie a souhait\u00e9 aller plus loin pour moderniser la relation avec les usagers et am\u00e9liorer la communication \u00e0 l\u2019\u00e9chelle de son territoire. Avant la mise en place de SynBird D\u00e9marches, les demandes citoyennes \u00e9taient g\u00e9r\u00e9es de mani\u00e8re artisanale, via une seule bo\u00eete e-mail, avec un traitement manuel par une assistante de direction, sans v\u00e9ritable suivi ni historique. La collectivit\u00e9 s\u2019est donc appuy\u00e9e sur SynBird pour centraliser les demandes, structurer leur traitement et professionnaliser la gestion de la relation usager<\/a><\/strong>.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Une organisation repens\u00e9e pour professionnaliser le traitement des demandes usagers<\/h2><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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L'utilisation de SynBird a permis de <\/span><\/span>mieux r\u00e9partir le traitement des sollicitations, de s\u00e9curiser les r\u00e9ponses et d\u2019am\u00e9liorer la tra\u00e7abilit\u00e9 des \u00e9changes avec les usagers<\/strong>.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Pourquoi Saint-James a choisi SynBird<\/br>pour sa gestion de la relation usager ?<\/h2><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n Centraliser les demandes citoyennes <\/p>\n \t\t \t

La commune dispose d\u2019une plateforme de gestion de la relation usager permettant de centraliser l\u2019information et d\u2019\u00e9viter la dispersion des demandes.


<\/p>\n <\/div>\n \n \n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n Structurer le traitement des demandes usagers <\/p>\n \t\t \t

Le formulaire permet de mieux qualifier les demandes d\u00e8s leur saisie gr\u00e2ce \u00e0 une orientation par th\u00e9matique. Les sollicitations des usagers sont ainsi plus claires, mieux dirig\u00e9es vers les bons services et plus simples \u00e0 traiter.<\/p>\n <\/div>\n \n \n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n Am\u00e9liorer le suivi et la tra\u00e7abilit\u00e9 <\/p>\n \t\t \t

L\u2019historique complet facilite le suivi des demandes citoyens, la reprise de dossier, le contr\u00f4le des d\u00e9lais et la continuit\u00e9 de service.\n


<\/p>\n <\/div>\n \n \n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n Professionnaliser la r\u00e9ponse apport\u00e9e aux habitants <\/p>\n \t\t \t

Chaque service devient acteur de la relation avec les usagers, dans un cadre partag\u00e9, avec des d\u00e9lais de r\u00e9ponse mieux ma\u00eetris\u00e9s et une meilleure coordination interne.<\/p>\n <\/div>\n \n \n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n\t\t\t\t\t\tFonctionnalit\u00e9 pr\u00e9f\u00e9r\u00e9e \u2665\n\t\t\t\t\t<\/p>

La centralisation des demandes<\/h2><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Avec SynBird, la commune a structur\u00e9 la gestion des demandes usagers<\/strong> gr\u00e2ce \u00e0 une centralisation compl\u00e8te, un historique des \u00e9changes et un dispatch par 13 th\u00e9matiques<\/strong> vers les bons services. L\u2019administrateur conserve une vue globale sur l\u2019activit\u00e9 et veille au respect des d\u00e9lais de r\u00e9ponse, pour garantir un suivi plus fiable et une meilleure relation usager<\/strong>.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n\t\t\t\t\t\tD\u00e9couvrir\n\t\t\t\t\t<\/h6>

Une suite logicielle adapt\u00e9e<\/h2><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\n\t\t\t\t\tDiscuter avec notre \u00e9quipe\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\tD\u00e9couvrir\n\t\t\t\t\t<\/p>

Une suite logicielle collectivit\u00e9 adapt\u00e9e<\/h2>\t\t\t\t
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SynBird propose des solutions logicielles d\u00e9di\u00e9es \u00e0 la gestion des rdvs, des files d\u2019attente, des d\u00e9marches et des inscriptions en ligne. Une suite compl\u00e8te d\u2019outils con\u00e7ue pour centraliser les demandes, automatiser les processus et am\u00e9liorer durablement la relation usager.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n\t\t\t\t\t\t\t\n\t\t\t\t\tProgrammer une d\u00e9mo\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\tB\u00e9n\u00e9fices\n\t\t\t\t\t<\/p>

Les r\u00e9sultats obtenus<\/h2><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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La commune estime \u00e9conomiser jusqu\u2019\u00e0 1 \u00e0 2 journ\u00e9es<\/strong> avant m\u00eame le traitement op\u00e9rationnel des demandes, gr\u00e2ce \u00e0 une meilleure structuration des flux et \u00e0 la r\u00e9duction des manipulations manuelles.<\/p> <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Meilleur suivi des demandes citoyennes<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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La collectivit\u00e9 b\u00e9n\u00e9ficie d\u00e9sormais\u00a0d\u2019une vision globale des demandes, d\u2019une tra\u00e7abilit\u00e9 compl\u00e8te, d\u2019un meilleur pilotage, et d\u2019une capacit\u00e9 renforc\u00e9e \u00e0 ajuster son organisation.<\/p> <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

\n
\n \n \n Responsabilisation des services<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Chaque service prend en charge son p\u00e9rim\u00e8tre et devient pleinement acteur de la gestion de la relation usager. Cette responsabilisation am\u00e9liore la coordination interne et clarifie les r\u00f4les.<\/p> <\/div>\n\n <\/div>\n\n <\/div>\n\n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n \n \n Am\u00e9lioration de la satisfaction usager<\/span>\n\n \n
\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
\n\n
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Les r\u00e9ponses sont plus rapides et plus lisibles. M\u00eame lorsqu\u2019une r\u00e9ponse d\u00e9finitive ne peut pas \u00eatre apport\u00e9e imm\u00e9diatement, le fait de tenir l\u2019usager inform\u00e9 am\u00e9liore nettement la perception du service rendu.<\/p>

La collectivit\u00e9 observe ainsi une progression de la satisfaction usager<\/strong>, li\u00e9e \u00e0 une communication plus structur\u00e9e et \u00e0 un meilleur suivi.<\/p> <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Une adoption progressive de l\u2019outil de relation citoyenne<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
\n\n
\n

L\u2019outil est de plus en plus utilis\u00e9, avec une adoption croissante par les services et les habitants.<\/p> <\/div>\n\n <\/div>\n\n <\/div>\n\n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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En d\u00e9ployant plusieurs modules SynBird, Saint-James a transform\u00e9 sa gestion de la relation usager. La collectivit\u00e9 dispose d\u00e9sormais d\u2019un syst\u00e8me plus structur\u00e9 pour centraliser les demandes, suivre les sollicitations citoyennes, am\u00e9liorer la tra\u00e7abilit\u00e9, professionnaliser les r\u00e9ponses et renforcer la satisfaction usager.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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T\u00e9l\u00e9charger le cas :
Moderniser la relation usager<\/h2>\t\t\t\t
\n\t\t\t\t\t

D\u00e9couvrez le cas complet en format PDF\u00a0<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n\t\t\t\t\t\t\t\n\t\t\t\t\tT\u00e9l\u00e9charger le cas\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Cas client La Commune Nouvelle de Saint-James Apr\u00e8s la mise en place d\u2019un premier outil, comment Saint-James a \u00e9tendu la digitalisation pour simplifier davantage les d\u00e9marches usagers ? Secteur Mairie O\u00f9 R\u00e9gion de Normandie P\u00e9rim\u00e8tre Gestion de la relation usager, demandes citoyennes, \u00e9tat civil, urbanisme, CCAS Nombre d’agents 70 Nombre d’habitants 5 000 Moderniser la […]<\/p>\n","protected":false},"author":12,"featured_media":0,"parent":24917,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","footnotes":""},"class_list":["post-38412","page","type-page","status-publish","hentry"],"yoast_head":"\nModerniser la Relation Usager \/ Cas client Mairie de Saint-James<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment Saint-James a structur\u00e9 la Gestion Relation Usager, centralis\u00e9 les demandes citoyennes & am\u00e9lior\u00e9 leur suivi avec SynBird.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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