{"id":38996,"date":"2026-05-05T09:56:43","date_gmt":"2026-05-05T09:56:43","guid":{"rendered":"https:\/\/www.synbird.com\/fr\/?p=38996"},"modified":"2026-05-28T14:22:33","modified_gmt":"2026-05-28T14:22:33","slug":"gestion-des-demandes-des-citoyens-outils-et-bonnes-pratiques-pour-les-collectivites","status":"publish","type":"post","link":"https:\/\/www.synbird.com\/fr\/gestion-des-demandes-des-citoyens-outils-et-bonnes-pratiques-pour-les-collectivites\/","title":{"rendered":"Gestion des demandes des citoyens : outils et bonnes pratiques pour les collectivit\u00e9s"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"38996\" class=\"elementor elementor-38996\" 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-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\"><span class=\"TextRun SCXW71467117 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW71467117 BCX0\">Comment g\u00e9rer efficacement les demandes des citoyens : outils et bonnes pratiques ?<\/span><\/span><span class=\"EOP Selected SCXW71467117 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><!-- \/wp:heading --><!-- wp:paragraph --><\/p>\n<p data-start=\"224\" data-end=\"413\">Selon le <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.modernisation.gouv.fr\/files\/2025-06\/CP-Laurent-Marcangeli-Publication-du-Barometre-des-services-publics-2-juin-2025.pdf\" target=\"_blank\" rel=\"noopener\"><strong data-start=\"158\" data-end=\"192\">Barom\u00e8tre des services publics 2025<\/strong><\/a>,<\/span> la complexit\u00e9 des d\u00e9marches reste l\u2019un des principaux irritants pour les usagers, et <strong>pr\u00e8s d\u2019un quart des personnes en difficult\u00e9 d\u00e9clarent devoir r\u00e9p\u00e9ter leur situation \u00e0 plusieurs agents<\/strong>. Dans une collectivit\u00e9, la gestion des demandes citoyens peut rapidement devenir complexe : emails dispers\u00e9s, appels non trac\u00e9s, demandes transmises \u00e0 l\u2019oral\u2026 R\u00e9sultat : un manque de visibilit\u00e9, des d\u00e9lais qui s\u2019allongent et parfois des demandes oubli\u00e9es.<\/p>\n<p>Pourtant, ces difficult\u00e9s ne sont pas une fatalit\u00e9. En structurant l\u2019organisation et en s\u2019appuyant sur les bons outils, il est possible d\u2019am\u00e9liorer durablement la relation usagers et de fluidifier le traitement des demandes. Voici les bonnes pratiques \u00e0 mettre en place.<\/p>\n<h3><span class=\"TextRun SCXW255832455 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW255832455 BCX0\">1. Centraliser toutes les demandes des citoyens<\/span><\/span><span class=\"EOP Selected SCXW255832455 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">La premi\u00e8re \u00e9tape consiste \u00e0 centraliser les demandes usagers dans un point unique.<\/span>\u00a0<br \/><span data-contrast=\"auto\">Lorsque les sollicitations arrivent via plusieurs canaux non connect\u00e9s (bo\u00eetes mail individuelles, t\u00e9l\u00e9phone, accueil physique), le suivi devient rapidement difficile.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Mettre en place un point d\u2019entr\u00e9e unique (formulaire, adresse d\u00e9di\u00e9e, outil m\u00e9tier) permet de :<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">ne\u00a0plus perdre de demandes\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">garantir\u00a0une meilleure tra\u00e7abilit\u00e9\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">faciliter\u00a0le suivi global\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<h3><span class=\"TextRun SCXW104900288 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW104900288 BCX0\">2. Structurer le traitement avec un workflow clair<\/span><\/span><span class=\"EOP Selected SCXW104900288 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Une fois les demandes centralis\u00e9es, il est indispensable de structurer leur traitement.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Chaque demande doit suivre un circuit d\u00e9fini :<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">r\u00e9ception\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">qualification\u00a0(type, urgence, service concern\u00e9)\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">affectation\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">traitement\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">cl\u00f4ture\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Ce workflow permet d\u2019harmoniser les pratiques entre services et d\u2019\u00e9viter les traitements informels.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3>3. Affecter clairement les responsabilit\u00e9s<\/h3>\n<p><span data-contrast=\"auto\">Pour une gestion efficace, chaque demande doit \u00eatre attribu\u00e9e \u00e0 un agent identifi\u00e9.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Sans responsable clairement d\u00e9fini, les risques sont nombreux :<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">doublons\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">retards\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">demandes\u00a0non trait\u00e9es\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">L\u2019affectation permet de responsabiliser les agents et de fluidifier le traitement.<\/span><\/p>\n<h3 data-section-id=\"uq2qo0\" data-start=\"1642\" data-end=\"1670\"><span role=\"text\"><strong data-start=\"1645\" data-end=\"1670\"><span class=\"TextRun SCXW35226299 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW35226299 BCX0\">4. Suivre l\u2019avancement en temps r\u00e9el<\/span><\/span><span class=\"EOP Selected SCXW35226299 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/strong><\/span><\/h3>\n<p><span data-contrast=\"auto\">Le suivi est un \u00e9l\u00e9ment cl\u00e9 de la gestion des demandes citoyens.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Gr\u00e2ce \u00e0 des statuts simples (\u00e0 traiter, en cours, en attente, cl\u00f4tur\u00e9) et des vues filtr\u00e9es, il est possible d\u2019obtenir rapidement une vision de l\u2019activit\u00e9 :<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">demandes en retard\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">volume en cours\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">r\u00e9partition par agent\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Ces indicateurs facilitent le pilotage au quotidien pour les administrateurs.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3 data-section-id=\"uq2qo0\" data-start=\"1642\" data-end=\"1670\"><span class=\"TextRun SCXW152627503 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW152627503 BCX0\">5. S\u2019appuyer sur un outil adapt\u00e9<\/span><\/span><span class=\"EOP Selected SCXW152627503 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Pour centraliser, structurer et suivre efficacement, l\u2019utilisation d\u2019un outil d\u00e9di\u00e9 devient indispensable.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Une solution comme <span style=\"text-decoration: underline;\"><strong><a href=\"https:\/\/www.synbird.com\/fr\/demarches\/\">SynBird D\u00e9marches<\/a> <\/strong><\/span>permet de :<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">centraliser\u00a0l\u2019ensemble des demandes citoyens\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">automatiser\u00a0les affectations\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">suivre\u00a0les d\u00e9lais de traitement\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">visualiser\u00a0l\u2019activit\u00e9 via des tableaux de bord\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">C\u2019est un levier cl\u00e9 pour professionnaliser la gestion de la relation usagers.<\/span><\/p>\n<h3 data-section-id=\"fikapq\" data-start=\"2161\" data-end=\"2218\"><span role=\"text\"><strong data-start=\"2164\" data-end=\"2218\"><span class=\"TextRun SCXW49666607 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW49666607 BCX0\">6. Mettre en place des bonnes pratiques d\u2019\u00e9quipe<\/span><\/span><span class=\"EOP Selected SCXW49666607 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/strong><\/span><\/h3>\n<p><span data-contrast=\"auto\">Au-del\u00e0 des outils, la r\u00e9ussite repose aussi sur des r\u00e8gles communes :<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">d\u00e9finir\u00a0des d\u00e9lais de traitement\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">qualifier\u00a0correctement les demandes\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">requalifier\u00a0si n\u00e9cessaire en cours de traitement\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">utiliser\u00a0des mod\u00e8les de r\u00e9ponses pour gagner du temps\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Ces bonnes pratiques garantissent une gestion homog\u00e8ne et plus efficace.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3 data-section-id=\"fikapq\" data-start=\"2161\" data-end=\"2218\"><span class=\"TextRun SCXW21486600 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW21486600 BCX0\">7. Analyser les demandes pour s\u2019am\u00e9liorer en continu<\/span><\/span><span class=\"EOP Selected SCXW21486600 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Enfin, il est essentiel de piloter l\u2019activit\u00e9 gr\u00e2ce aux donn\u00e9es.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">L\u2019analyse des statistiques permet de :<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">suivre\u00a0le nombre de demandes re\u00e7ues\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">mesurer\u00a0les d\u00e9lais de traitement\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">identifier\u00a0les types de demandes les plus fr\u00e9quents\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Ces informations aident \u00e0 anticiper les besoins, ajuster les ressources et am\u00e9liorer le service rendu aux citoyens.<\/span><\/p>\n<h2 data-section-id=\"hy0wg\" data-start=\"2427\" data-end=\"2488\"><span role=\"text\"><strong data-start=\"2430\" data-end=\"2488\">En r\u00e9sum\u00e9, g<\/strong><\/span><span data-contrast=\"auto\">\u00e9rer efficacement les demandes citoyens en collectivit\u00e9 repose sur 4 piliers :<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<ul>\n<li><span data-contrast=\"auto\">centraliser\u00a0les demandes\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">structurer\u00a0leur traitement\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">suivre\u00a0l\u2019activit\u00e9\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">s\u2019appuyer sur des outils comme <span style=\"text-decoration: underline;\"><strong><a href=\"https:\/\/www.synbird.com\/fr\/demarches\/\">SynBird D\u00e9marches<\/a><\/strong><\/span><\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">En mettant en place ces bonnes pratiques, les collectivit\u00e9s gagnent en efficacit\u00e9, en visibilit\u00e9\u2026 et en qualit\u00e9 de service.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><span class=\"TextRun SCXW198448294 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW198448294 BCX0\"><img decoding=\"async\" class=\"emoji\" role=\"img\" draggable=\"false\" src=\"https:\/\/s.w.org\/images\/core\/emoji\/17.0.2\/svg\/1f449.svg\" alt=\"\ud83d\udc49\" \/> Pour aller plus loin : le retour d\u2019exp\u00e9rience d\u2019une collectivit\u00e9<\/span><\/span><\/h3>\n<p>D\u00e9couvrez comment la commune de Saint-James, en Normandie, a repens\u00e9 sa gestion de la relation usager gr\u00e2ce au module SynBird D\u00e9marches : \u00ab \u00c9crire \u00e0 la mairie \u00bb, plac\u00e9 au c\u0153ur de son dispositif.<\/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 \">Lire le cas  <br>de Saint-James<\/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\/avis-cas-clients\/moderniser-relation-usager-commune-nouvelle-saint-james\/\" 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>Selon le Barom\u00e8tre des services publics, la complexit\u00e9 des d\u00e9marches reste l\u2019un des principaux irritants pour les usagers, et pr\u00e8s d\u2019un quart des personnes en difficult\u00e9 d\u00e9clarent devoir r\u00e9p\u00e9ter leur situation \u00e0 plusieurs agents.<\/p>\n","protected":false},"author":8,"featured_media":39007,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[42,41],"tags":[],"class_list":["post-38996","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 v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Gestion 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