{"id":38313,"date":"2026-04-01T13:04:33","date_gmt":"2026-04-01T13:04:33","guid":{"rendered":"https:\/\/www.synbird.com\/fr\/?p=38313"},"modified":"2026-09-29T12:39:22","modified_gmt":"2026-09-29T12:39:22","slug":"nouveaux-elus-repenser-accueil-usagers-debut-mandat","status":"publish","type":"post","link":"https:\/\/www.synbird.com\/fr\/nouveaux-elus-repenser-accueil-usagers-debut-mandat\/","title":{"rendered":"Avis aux nouveaux \u00e9lus : pourquoi repenser l\u2019accueil des usagers d\u00e8s le d\u00e9but du mandat ?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"38313\" class=\"elementor elementor-38313\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-20e7be64 e-flex e-con-boxed e-con e-parent\" data-id=\"20e7be64\" 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-1e1c45e elementor-widget elementor-widget-post-info\" data-id=\"1e1c45e\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-7d9ed96 elementor-inline-item\" itemprop=\"author\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.synbird.com\/fr\/author\/juliettesynbird-com\/\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-user-circle\"><\/i>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-author\">\n\t\t\t\t\t\t\t\t\t\tJuliette Lognon\u00e9\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-53b7745 elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.synbird.com\/fr\/2026\/04\/01\/\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-calendar\"><\/i>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>01\/04\/2026<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d1a6074 elementor-widget elementor-widget-text-editor\" data-id=\"3d1a6074\" 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<h2 class=\"wp-block-heading\">L\u2019accueil : premier contact entre les usagers et le service public<\/h2>\n<p><!-- \/wp:heading --><!-- wp:paragraph --><\/p>\n<p>Lorsqu\u2019un citoyen se rend dans une mairie, un centre administratif ou un \u00e9tablissement de sant\u00e9, son exp\u00e9rience du service public commence bien avant la r\u00e9alisation de sa d\u00e9marche.<\/p>\n<p>Elle d\u00e9bute d\u00e8s l\u2019accueil.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>Orientation, temps d\u2019attente, acc\u00e8s \u00e0 l\u2019information, disponibilit\u00e9 des agents : ces premiers instants conditionnent fortement la perception qu\u2019un usager aura du service public.<\/p>\n<p>Pourtant, dans de nombreuses collectivit\u00e9s et \u00e9tablissements publics, l\u2019accueil repose encore sur des organisations parfois difficiles \u00e0 g\u00e9rer au quotidien.<\/p>\n<h2>Des difficult\u00e9s souvent li\u00e9es \u00e0 l\u2019organisation<\/h2>\n<p>Les \u00e9quipes d\u2019accueil doivent g\u00e9rer simultan\u00e9ment de nombreuses sollicitations :<\/p>\n<ul>\n<li>orienter les visiteurs vers les bons services<\/li>\n<li>r\u00e9pondre aux questions<\/li>\n<li>g\u00e9rer les files d\u2019attente<\/li>\n<li>fournir des informations parfois dispers\u00e9es<\/li>\n<\/ul>\n<p>Dans ce contexte, les situations suivantes sont fr\u00e9quentes :<\/p>\n<ul>\n<li>des files d\u2019attente mal organis\u00e9es<\/li>\n<li>des visiteurs qui ne savent pas o\u00f9 se diriger<\/li>\n<li>des agents d\u2019accueil fortement sollicit\u00e9s<\/li>\n<li>une information parfois difficilement accessible<\/li>\n<\/ul>\n<p>Il ne s\u2019agit pas directement d\u2019un manque d\u2019engagement des \u00e9quipes ni d\u2019une mauvaise compr\u00e9hension des usagers. Bien souvent, c\u2019est une question d\u2019organisation et d\u2019outils pour structurer l\u2019accueil et rendre les parcours plus fluides.<\/p>\n<h2>L\u2019accueil : un levier concret pour am\u00e9liorer l\u2019exp\u00e9rience usager<\/h2>\n<p>Moderniser l\u2019accueil permet d\u2019agir rapidement sur plusieurs dimensions :<\/p>\n<h4>Fluidifier les parcours<\/h4>\n<p>Une meilleure orientation r\u00e9duit l\u2019attente et \u00e9vite aux visiteurs de se d\u00e9placer inutilement. L&#8217;ajout d&#8217;une borne \u00e0 l&#8217;entr\u00e9e peut permettre aux visiteurs de se faire conna\u00eetre.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:buttons --><\/p>\n<p><!-- \/wp:buttons --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f6d67e2 elementor-widget elementor-widget-button\" data-id=\"f6d67e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/ville-arcary.synbird.fr\/je-prends-rendez-vous-pour-une-piece-didentite-ou-passeport\/\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Tester une borne d'accueil<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a2d3979 elementor-widget elementor-widget-text-editor\" data-id=\"a2d3979\" 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<h4>Informer plus efficacement<\/h4>\n<p>Des supports d\u2019information sur place permettent aux usagers d\u2019acc\u00e9der rapidement aux informations utiles. Ils savent quand leur tour arrive et o\u00f9 se rendre<\/p>\n<h4>Faciliter le travail des agents<\/h4>\n<p>Les \u00e9quipes d\u2019accueil peuvent se concentrer davantage sur l\u2019accompagnement des usagers plut\u00f4t que sur la gestion des flux.<\/p>\n<h4>Valoriser l\u2019image du service public<\/h4>\n<p>Un accueil clair et moderne renforce la perception d\u2019un service public accessible et efficace.<\/p>\n<h2 data-start=\"5111\" data-end=\"5153\" data-section-id=\"1krbq2e\">Des solutions pour moderniser l\u2019accueil<\/h2>\n<p data-start=\"5155\" data-end=\"5316\">Chez <span class=\"hover:entity-accent entity-underline inline cursor-pointer align-baseline\"><span class=\"whitespace-normal\">SynBird<\/span><\/span>, nous accompagnons <strong>les <a href=\"https:\/\/www.synbird.com\/fr\/administration-publique\/\">administrations publiques<\/a>, dont les<\/strong>\u00a0<strong data-start=\"5221\" data-end=\"5265\">collectivit\u00e9s locales, et <a href=\"https:\/\/www.synbird.com\/fr\/sante-et-social\/\">\u00e9tablissements de sant\u00e9<\/a><\/strong> dans la mise en place de solutions permettant de :<\/p>\n<ul data-start=\"5318\" data-end=\"5504\">\n<li data-start=\"5318\" data-end=\"5361\" data-section-id=\"17nbyp9\">orienter les visiteurs d\u00e8s leur arriv\u00e9e qu&#8217;ils aient ou non rendez-vous<\/li>\n<li data-start=\"5362\" data-end=\"5425\" data-section-id=\"8l9bi3\">informer les usagers sur place via des dispositifs digitaux<\/li>\n<li data-start=\"5426\" data-end=\"5470\" data-section-id=\"1jrpgbb\">fluidifier la gestion des flux d\u2019accueil<\/li>\n<li data-start=\"5471\" data-end=\"5504\" data-section-id=\"1fwzrjm\">am\u00e9liorer l\u2019exp\u00e9rience usager<\/li>\n<\/ul>\n<p data-start=\"5506\" data-end=\"5626\">Ces outils contribuent \u00e0 structurer l\u2019accueil et \u00e0 rendre le parcours usager <strong data-start=\"5583\" data-end=\"5626\">plus simple, plus clair et plus fluide.<\/strong><\/p>\n<h2 data-start=\"5633\" data-end=\"5682\" data-section-id=\"y94bls\">Un enjeu strat\u00e9gique pour les nouveaux mandats<\/h2>\n<p data-start=\"5684\" data-end=\"5857\">Pour les \u00e9quipes municipales nouvellement \u00e9lues, repenser l\u2019accueil des usagers peut constituer <strong data-start=\"5780\" data-end=\"5857\">une action rapide et visible pour am\u00e9liorer la qualit\u00e9 du service public.<\/strong><\/p>\n<p data-start=\"5859\" data-end=\"5968\">La qualit\u00e9 du service public se mesure aussi <strong>\u00e0 la mani\u00e8re<\/strong> <strong data-start=\"5991\" data-end=\"6087\">dont les habitants sont accueillis, orient\u00e9s et accompagn\u00e9s dans leurs d\u00e9marches.<\/strong><\/p>\n<p data-start=\"5859\" data-end=\"5968\">La mise en place d&#8217;une enqu\u00eate de satisfaction post-visite pourra aussi vous permettre de mieux comprendre la perception des usagers.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:buttons --><\/p>\n<p><!-- \/wp:buttons --><\/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<div class=\"elementor-element elementor-element-6f98299 e-con-full e-flex e-con e-parent\" data-id=\"6f98299\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-4d7bcc3 e-con-full e-flex e-con e-child\" data-id=\"4d7bcc3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-27f68d7 e-con-full e-flex e-con e-child\" data-id=\"27f68d7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-f815dec e-con-full e-flex e-con e-child\" data-id=\"f815dec\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3e0b472 elementor-widget__width-initial animated-fast elementor-invisible elementor-widget elementor-widget-elementskit-heading\" data-id=\"3e0b472\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" ><div class=\"ekit-heading elementskit-section-title-wraper text_left   ekit_heading_tablet-   ekit_heading_mobile-\"><h2 class=\"ekit-heading--title elementskit-section-title \">D\u00e9couvrir la file d'attente<\/h2><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-04d5f98 e-con-full e-flex e-con e-child\" data-id=\"04d5f98\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7fb0027 elementor-align-left elementor-widget__width-auto animated-fast elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"7fb0027\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:100,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.synbird.com\/fr\/files-attente\/\" target=\"_blank\" class=\"elementskit-btn  whitespace--normal\" id=\"\">\n\t\t\t\t\tC&#039;est parti !\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<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>L\u2019accueil : premier contact entre les usagers et le service public Lorsqu\u2019un citoyen se rend dans une mairie, un centre administratif ou un \u00e9tablissement de sant\u00e9, son exp\u00e9rience du service public commence bien avant la r\u00e9alisation de sa d\u00e9marche. Elle d\u00e9bute d\u00e8s l\u2019accueil. Orientation, temps d\u2019attente, acc\u00e8s \u00e0 l\u2019information, disponibilit\u00e9 des agents : ces premiers [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":38400,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[42,41],"tags":[],"class_list":["post-38313","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-accompagnement","category-actualite"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Avis aux nouveaux \u00e9lus : pourquoi repenser l\u2019accueil des usagers d\u00e8s le d\u00e9but du mandat ? - SynBird<\/title>\n<meta name=\"description\" content=\"Pourquoi moderniser l\u2019accueil des usagers dans les collectivit\u00e9s ? 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