{"id":24876,"date":"2024-02-12T08:12:45","date_gmt":"2024-02-12T08:12:45","guid":{"rendered":"http:\/\/synbird.devmoon.fr\/?p=24876"},"modified":"2026-04-24T11:44:46","modified_gmt":"2026-04-24T11:44:46","slug":"relation-usager-journee-experts-chambery","status":"publish","type":"post","link":"https:\/\/www.synbird.com\/fr\/relation-usager-journee-experts-chambery\/","title":{"rendered":"Le num\u00e9rique et ses enjeux au c\u0153ur de la relation aux usagers dans les collectivit\u00e9s"},"content":{"rendered":"\n

La r\u00e9cente Journ\u00e9e Experts Les Interconnect\u00e9s, qui s’est tenue le 30 janvier dernier sur Chamb\u00e9ry, a offert un \u00e9clairage pr\u00e9cieux sur les enjeux et les opportunit\u00e9s dans le domaine de la transformation num\u00e9rique des collectivit\u00e9s afin de mieux g\u00e9rer la relation \u00e0 l’usager.<\/em><\/p>\n\n\n\n

Voici un aper\u00e7u des points cl\u00e9s \u00e0 retenir des conf\u00e9rences et ateliers “dans la peau de l’usager” :<\/p>\n\n\n\n

\ud83d\udc40 1. L’Enjeu de l’Accessibilit\u00e9 Num\u00e9rique<\/strong> <\/h2>\n\n\n\n

Un constat alarmant \u00e9merge : environ un tiers de la population rencontre des difficult\u00e9s d’acc\u00e8s au num\u00e9rique. De plus, pr\u00e8s de la moiti\u00e9 des Fran\u00e7ais d\u00e9clarent \u00e9prouver des difficult\u00e9s avec les outils num\u00e9riques. Cette situation souligne l’urgence de rendre les services num\u00e9riques accessibles \u00e0 tous.<\/p>\n\n\n\n

\ud83d\udc40 2. L’Importance des \u00c9tudes Utilisateurs<\/strong> <\/h2>\n\n\n\n

L’int\u00e9gration des utilisateurs dans le processus de conception des outils num\u00e9riques est cruciale. Comprendre leurs besoins et leurs parcours permet d’\u00e9laborer des solutions plus adapt\u00e9es. Il est \u00e9galement essentiel de changer de perspective pour appr\u00e9hender les enjeux des autres parties prenantes.<\/p>\n\n\n\n

\ud83d\udc40 3. Le Besoin de Formation et d’Accompagnement des Agents<\/strong> <\/h2>\n\n\n\n

Les collectivit\u00e9s doivent encore progresser dans leur transition num\u00e9rique. L’accompagnement personnalis\u00e9 des agents et leur mont\u00e9e en comp\u00e9tences sont des axes prioritaires pour garantir le succ\u00e8s de cette transformation.<\/p>\n\n\n\n

\ud83d\udc40 4. La Tra\u00e7abilit\u00e9 des Demandes Entrantes pour un Service de Qualit\u00e9<\/strong> <\/h2>\n\n\n\n

La tra\u00e7abilit\u00e9 des demandes des usagers est essentielle pour assurer un service efficace. Les outils permettant de suivre l’historique des demandes doivent \u00eatre mis en place pour garantir une communication transparente et fluide.<\/p>\n\n\n\n

\ud83d\udc40 5. Le Nombre Encore \u00c9lev\u00e9 de Collectivit\u00e9s Non \u00c9quip\u00e9es d’Outil Num\u00e9rique<\/strong>  des Agents<\/strong> <\/h2>\n\n\n\n

Plus de 610 collectivit\u00e9s disposant de dispositifs de recueil ne proposent toujours pas de prise de rendez-vous en ligne. Il est imp\u00e9ratif d’acc\u00e9l\u00e9rer l’adoption d’outils num\u00e9riques pour optimiser la gestion des dossiers et am\u00e9liorer la qualit\u00e9 des services.<\/p>\n\n\n\n

\ud83d\udc40 6. Des Fonctionnements \u00e0 Perfectionner en Interne<\/strong> <\/h2>\n\n\n\n

Des ajustements sont n\u00e9cessaires au niveau de l’organigramme des services, de la gestion des appels perdus et des non-r\u00e9ponses pour garantir une efficacit\u00e9 op\u00e9rationnelle optimale.<\/p>\n\n\n\n

\ud83d\udc40 7. Top 5 des Demandes Entrantes<\/strong> de l’Usager <\/h2>\n\n\n\n

Les principales demandes adress\u00e9es aux collectivit\u00e9s concernent les demandes hors p\u00e9rim\u00e8tres, le suivi des demandes, les r\u00e9clamations, les renseignements et les signalements. Cette diversit\u00e9 souligne l’importance de collaborations interinstitutionnelles pour une gestion efficace.<\/p>\n\n\n\n

\ud83d\udc40 8. Les Canaux Principaux<\/strong> <\/h2>\n\n\n\n

Les canaux de communication privil\u00e9gi\u00e9s restent le t\u00e9l\u00e9phone, le guichet, le mail et le portail web. Toutefois, d’autres canaux comme les r\u00e9seaux sociaux, les rencontres des \u00e9lus et les chatbots gagnent en popularit\u00e9 et doivent \u00eatre pris en compte dans la strat\u00e9gie de communication.<\/p>\n\n\n\n

Ces enseignements soulignent la n\u00e9cessit\u00e9 d’une approche inclusive et collaborative pour relever les d\u00e9fis de la transformation num\u00e9rique des collectivit\u00e9s. Il est temps d’explorer de nouvelles pistes et d’adopter des strat\u00e9gies innovantes pour r\u00e9pondre aux besoins des citoyens de mani\u00e8re efficace et transparente.<\/p>\n\n\n\n

Acc\u00e9dez aux replays des interventions : Lien vers les replays<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

La r\u00e9cente Journ\u00e9e Experts Les Interconnect\u00e9s, qui s’est tenue le 30 janvier dernier sur Chamb\u00e9ry, a offert un \u00e9clairage pr\u00e9cieux sur les enjeux et les opportunit\u00e9s dans le domaine de la transformation num\u00e9rique des collectivit\u00e9s afin de mieux g\u00e9rer la relation \u00e0 l’usager. Voici un aper\u00e7u des points cl\u00e9s \u00e0 retenir des conf\u00e9rences et ateliers […]<\/p>\n","protected":false},"author":1,"featured_media":38697,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[42,45],"tags":[],"class_list":["post-24876","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-accompagnement","category-evenements"],"yoast_head":"\nLe num\u00e9rique et ses enjeux au c\u0153ur de la relation \u00e0 l'usager<\/title>\n<meta name=\"description\" content=\"Les points \u00e0 retenir pour comprendre les enjeux dans vos collectivit\u00e9s pour am\u00e9liorer la relation \u00e0 l'usager gr\u00e2ce au num\u00e9rique.\" \/>\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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