{"id":26428,"date":"2022-12-09T14:25:00","date_gmt":"2022-12-09T14:25:00","guid":{"rendered":"http:\/\/synbird.devmoon.fr\/?p=26428"},"modified":"2025-01-17T08:13:20","modified_gmt":"2025-01-17T08:13:20","slug":"ameliorer-accueil-usagers-administration","status":"publish","type":"post","link":"https:\/\/www.synbird.com\/fr\/ameliorer-accueil-usagers-administration\/","title":{"rendered":"Am\u00e9liorer l&#8217;accueil des usagers dans l&#8217;administration"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"26428\" class=\"elementor elementor-26428\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3c16bd0 e-flex e-con-boxed e-con e-parent\" data-id=\"3c16bd0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-46824b9 elementor-widget elementor-widget-text-editor\" data-id=\"46824b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Le sujet de l&#8217;am\u00e9lioration de l&#8217;<strong>exp\u00e9rience usagers<\/strong> nous questionne au quotidien chez SynBird. Nous gardons en t\u00eate qu&#8217;un logiciel d&#8217;agenda et de file d&#8217;attente doit \u00eatre un outil compl\u00e9mentaire du travail des agents qui doit soulager le terrain.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:heading --><\/p>\n<h2 class=\"wp-block-heading\">Une approche syst\u00e9mique de la fonction d&#8217;accueil<\/h2>\n<p><!-- \/wp:heading --><!-- wp:paragraph --><\/p>\n<p>D&#8217;abord il faut int\u00e9grer les sp\u00e9cificit\u00e9s des diff\u00e9rents modes d&#8217;<strong>accueil dans l&#8217;administration<\/strong>. Il y a l&#8217;accueil t\u00e9l\u00e9phonique, l&#8217;accueil physique au guichet mais aussi le traitement des r\u00e9clamations et des demandes qui entrent par courrier postal et courrier \u00e9lectronique.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>La qualit\u00e9 de l&#8217;<strong>accueil des usagers<\/strong> refl\u00e8te souvent le fonctionnement interne de la collectivit\u00e9. Pour am\u00e9liorer son exp\u00e9rience de service, il faut professionnaliser son accueil et faire \u00e9voluer profond\u00e9ment ses process, ses fa\u00e7ons de d\u00e9cider, coop\u00e9rer et de manager en back-office.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:heading --><\/p>\n<h2 class=\"wp-block-heading\">Des d\u00e9marches d&#8217;am\u00e9lioration par les collectivit\u00e9s<\/h2>\n<p><!-- \/wp:heading --><!-- wp:paragraph --><\/p>\n<p>Jean Michel Rosenal, Manager Territorial RU d\u2019une grande collectivit\u00e9 francilienne, nous rapportait dans une<a href=\"https:\/\/endirectdusalon.streamfizz.tv\/clajtr36e7290901m8bbdubh5m\" target=\"_blank\" rel=\"noreferrer noopener\"> interview<\/a> lors du Salon des maires 2022 ses trois premiers conseils pour r\u00e9ussir sa <strong>relation \u00e0 l&#8217;usager<\/strong> :<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:list --><\/p>\n<ul><!-- wp:list-item -->\n<li>\ud83d\udcac\ud835\udc46\ud835\udc61\ud835\udc5f\ud835\udc62\ud835\udc50\ud835\udc61\ud835\udc62\ud835\udc5f\ud835\udc52\ud835\udc5f \ud835\udc52\ud835\udc61 \ud835\udc5f\ud835\udc52\u0301\ud835\udc4e\ud835\udc59\ud835\udc56\ud835\udc60\ud835\udc52\ud835\udc5f \ud835\udc62\ud835\udc5b\ud835\udc52 \ud835\udc52\u0301\ud835\udc50\ud835\udc5c\ud835\udc62\ud835\udc61\ud835\udc52 \ud835\udc62\ud835\udc60\ud835\udc4e\ud835\udc54\ud835\udc52\ud835\udc5f \ud835\udc5f\ud835\udc52\u0301\ud835\udc54\ud835\udc62\ud835\udc59\ud835\udc56\ud835\udc52\u0300\ud835\udc5f\ud835\udc52&#8221;<\/li>\n<!-- \/wp:list-item --><!-- wp:list-item -->\n<li>\ud83d\udcac&#8221;\ud835\udc34\ud835\udc63\ud835\udc5c\ud835\udc56\ud835\udc5f \ud835\udc62\ud835\udc5b\ud835\udc52 \ud835\udc4e\ud835\udc5d\ud835\udc5d\ud835\udc5f\ud835\udc5c\ud835\udc50\u210e\ud835\udc52 \ud835\udc61\ud835\udc5f\ud835\udc4e\ud835\udc5b\ud835\udc60\ud835\udc63\ud835\udc52\ud835\udc5f\ud835\udc60\ud835\udc52, \ud835\udc60\ud835\udc62\ud835\udc56\ud835\udc63\ud835\udc5f\ud835\udc52 \ud835\udc62\ud835\udc5b\ud835\udc52 \ud835\udc5a\ud835\udc52\u0301\ud835\udc61\u210e\ud835\udc5c\ud835\udc51\ud835\udc52 \ud835\udc51\ud835\udc52 \ud835\udc61\ud835\udc5f\ud835\udc4e\ud835\udc63\ud835\udc4e\ud835\udc56\ud835\udc59 \ud835\udc52\ud835\udc61 \ud835\udc53\ud835\udc5c\ud835\udc5f\ud835\udc5a\ud835\udc52\ud835\udc5f \ud835\udc52\ud835\udc5b \ud835\udc56\ud835\udc5b\ud835\udc61\ud835\udc52\ud835\udc5f\ud835\udc5b\ud835\udc52 \ud835\udc60\ud835\udc62\ud835\udc5f \ud835\udc59\ud835\udc4e \ud835\udc5d\u210e\ud835\udc56\ud835\udc59\ud835\udc5c\ud835\udc60\ud835\udc5c\ud835\udc5d\u210e\ud835\udc56\ud835\udc52&#8221;<\/li>\n<!-- \/wp:list-item --><!-- wp:list-item -->\n<li>\ud83d\udcac&#8221;\ud835\udc34\ud835\udc50\ud835\udc50\ud835\udc5c\ud835\udc5a\ud835\udc5d\ud835\udc4e\ud835\udc54\ud835\udc5b\ud835\udc52\ud835\udc5f \ud835\udc59\ud835\udc4e \ud835\udc51\ud835\udc52\u0301\ud835\udc5a\ud835\udc4e\ud835\udc5f\ud835\udc50\u210e\ud835\udc52 \ud835\udc51&#8217;\ud835\udc5c\ud835\udc62\ud835\udc61\ud835\udc56\ud835\udc59\ud835\udc60 \ud835\udc5b\ud835\udc62\ud835\udc5a\ud835\udc52\u0301\ud835\udc5f\ud835\udc56\ud835\udc5e\ud835\udc62\ud835\udc52s \ud835\udc5d\ud835\udc5c\ud835\udc62\ud835\udc5f \ud835\udc54\ud835\udc52\u0301\ud835\udc5f\ud835\udc52\ud835\udc5f \ud835\udc59\ud835\udc52 \ud835\udc63\ud835\udc5c\ud835\udc59\ud835\udc62\ud835\udc5a\ud835\udc52 \ud835\udc52\ud835\udc61 \ud835\udc59\ud835\udc4e \ud835\udc50\ud835\udc5c\ud835\udc5a\ud835\udc5d\ud835\udc59\ud835\udc52\ud835\udc65\ud835\udc56\ud835\udc61\ud835\udc52\u0301 \ud835\udc51\ud835\udc52 \ud835\udc59\ud835\udc4e \ud835\udc50\ud835\udc5c\ud835\udc5b\ud835\udc5b\ud835\udc4e\ud835\udc56\ud835\udc60\ud835\udc60\ud835\udc4e\ud835\udc5b\ud835\udc50\ud835\udc52&#8221;<\/li>\n<!-- \/wp:list-item --><\/ul>\n<p><!-- \/wp:list --><!-- wp:paragraph {\"align\":\"left\"} --><\/p>\n<p class=\"has-text-align-left\">La ville de Brest et de Niort de leur c\u00f4t\u00e9, livraient, lors des rencontres annuelles de la relation \u00e0 l&#8217;usager par Idealco, leur retour d&#8217;exp\u00e9rience autour d&#8217;une <strong>d\u00e9marche d&#8217;am\u00e9lioration<\/strong> de la qualit\u00e9 d&#8217;accueil gr\u00e2ce \u00e0 la mise en commun des connaissances. Des <strong>fiches d&#8217;informations<\/strong> sont constitu\u00e9es par les \u00e9quipes des collectivit\u00e9s elles-m\u00eames afin de faire de la relation usagers l&#8217;affaire de tous et d&#8217;acculturer les services. Tous les services de la ville assurent des <strong>permanences t\u00e9l\u00e9phonique<\/strong>s avec cette base de connaissance.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:heading --><\/p>\n<h2 class=\"wp-block-heading\">Des t\u00e9l\u00e9services SynBird pour am\u00e9liorer l&#8217;accueil<\/h2>\n<p><!-- \/wp:heading --><!-- wp:paragraph {\"align\":\"left\"} --><\/p>\n<p class=\"has-text-align-left\">Nous compl\u00e9tons continuellement <a href=\"https:\/\/www.synbird.com\/fr\/demarches\/\">notre <strong>offre de t\u00e9l\u00e9services<\/strong><\/a> allant de la prise de rendez-vous \u00e0 la file d&#8217;attente aux enqu\u00eates jusqu&#8217;au traitement des courriers et dossiers entrants. Chaque fonctionnalit\u00e9 participant \u00e0 am\u00e9liorer la <strong>relation collectivit\u00e9s usagers <\/strong>et participe \u00e0 l&#8217;<strong>optimisation de l&#8217;accueil <\/strong>dans l&#8217;administration.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>Voici plusieurs <strong>pistes int\u00e9ressantes<\/strong> que nous proposons et sur lesquelles nous travaillons chez Synbird :<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:list --><\/p>\n<ul><!-- wp:list-item -->\n<li>avec notre logiciel de file d&#8217;attente, nous permettons aux agents d&#8217;accueil de retrouver les usagers qui arrivent, de signaler leur pr\u00e9sence, de communiquer une information aux agents du guichet,<\/li>\n<!-- \/wp:list-item --><\/ul>\n<p><!-- \/wp:list --><!-- wp:list --><\/p>\n<ul><!-- wp:list-item -->\n<li>avec la logique de &#8220;parcours usagers&#8221; nous permettons \u00e0 ces m\u00eames agents d&#8217;accueil de prendre un rendez-vous pour l&#8217;usager qui est devant lui, en quelques clics, sur diff\u00e9rents services de la ville et de lui envoyer un SMS pour confirmer le rendez-vous, avec toutes les informations utiles,<\/li>\n<!-- \/wp:list-item --><\/ul>\n<p><!-- \/wp:list --><!-- wp:list --><\/p>\n<ul><!-- wp:list-item -->\n<li>avec le t\u00e9l\u00e9service que nous baptisons &#8220;\u00e9crire au mairie&#8221;,\u00a0 nous permettons de centraliser toutes les demandes qui arrivent depuis le site de la ville, par mail ou par courrier postal. De les traiter et d&#8217;\u00e9changer avec les usagers.<\/li>\n<!-- \/wp:list-item --><\/ul>\n<p><!-- \/wp:list --><!-- wp:list --><\/p>\n<ul><!-- wp:list-item -->\n<li>avec le d\u00e9veloppement d&#8217;une solution de base de connaissance int\u00e9gr\u00e9e, nous pouvons dans le m\u00eame outil donner \u00e0 tous les agents un acc\u00e8s \u00e0 des informations partag\u00e9es sur tous les services de la collectivit\u00e9, voire des collectivit\u00e9s si l&#8217;agglo et la ville acceptent de mutualiser des informations. Cela pour pouvoir donner l&#8217;information utile \u00e0 l&#8217;usager qui appelle ou qui se rend en mairie comme \u00e0 Brest.<\/li>\n<!-- \/wp:list-item --><\/ul>\n<p><!-- \/wp:list --><!-- wp:list --><\/p>\n<ul><!-- wp:list-item -->\n<li>la notion de CRM est au centre de notre proposition et permet de faire le suivi 360 d&#8217;un usager, d&#8217;une <a href=\"https:\/\/www.synbird.com\/fr\/administration-publique\/logiciel-gestion-association\/\">association<\/a> ou d&#8217;une entreprise qui voudrait s&#8217;implanter sur la collectivit\u00e9 et de mieux accompagner le citoyen. C&#8217;est tout l&#8217;enjeu de ce que nous proposons d\u00e9j\u00e0 pour partie, le tout dans une logique de guichet unique !<\/li>\n<!-- \/wp:list-item --><\/ul>\n<p><!-- \/wp:list --><!-- wp:list --><\/p>\n<ul><!-- wp:list-item -->\n<li>proposer un point central : c&#8217;est bien le site de la collectivit\u00e9 qui accueille les t\u00e9l\u00e9services, pas de portail externe \u00e0 cr\u00e9er. Tous les outils doivent pouvoir s&#8217;int\u00e9grer sur votre site.<\/li>\n<!-- \/wp:list-item --><\/ul>\n<p><!-- \/wp:list --><!-- wp:spacer {\"height\":\"30px\"} --><\/p>\n<div class=\"wp-block-spacer\" aria-hidden=\"true\">\u00a0<\/div>\n<p><!-- \/wp:spacer --><\/p>\t\t\t\t\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":"<p>Le sujet de l&#8217;am\u00e9lioration de l&#8217;exp\u00e9rience usagers nous questionne au quotidien chez SynBird. Nous gardons en t\u00eate qu&#8217;un logiciel d&#8217;agenda et de file d&#8217;attente doit \u00eatre un outil compl\u00e9mentaire du travail des agents qui doit soulager le terrain. Une approche syst\u00e9mique de la fonction d&#8217;accueil D&#8217;abord il faut int\u00e9grer les sp\u00e9cificit\u00e9s des diff\u00e9rents modes d&#8217;accueil [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":26429,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[42,43],"tags":[],"class_list":["post-26428","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-accompagnement","category-innovation"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Am\u00e9liorer l&#039;accueil des usagers dans l&#039;administration - SynBird, solution logicielle<\/title>\n<meta name=\"description\" content=\"La qualit\u00e9 de l&#039;accueil des usagers refl\u00e8te souvent le fonctionnement interne de la collectivit\u00e9. Pour am\u00e9liorer son exp\u00e9rience de service...\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.synbird.com\/fr\/ameliorer-accueil-usagers-administration\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Am\u00e9liorer l&#039;accueil des usagers dans l&#039;administration - SynBird, solution logicielle\" \/>\n<meta property=\"og:description\" content=\"La qualit\u00e9 de l&#039;accueil des usagers refl\u00e8te souvent le fonctionnement interne de la collectivit\u00e9. 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