Anxious to "make our public services more accessible and improve their quality", the executive is betting on digital technology and wants to draw inspiration from another success - medical, this one. In an interview with the Express, the Minister for Transformation and the Civil Service explains that he wants to "rethink our doctrine of digital public action". Stanislas Guerini also said he was working on the launch "in a way of a Doctolib of public services", in order to make life easier for users.
Every year, "there are two billion online interactions between the French and their administrations and more than 90% of the procedures are already carried out through digital," notes the minister. But sticking points still remain, especially when making appointments for the creation or renewal of identity documents, which sometimes turns into a nightmare for the French concerned. New tools are therefore expected to improve the situation: "To shorten the current delays in issuing permits, we are deploying in town halls and spaces France Services an appointment scheduling tool, "RDV Service Public", which we have developed. It plans, for example, to receive an SMS the day before the appointment, which makes it possible to divide at least by half the rate of no-show, "says the minister.
At the same time, the executive also intends to integrate generative artificial intelligence into its services. In September, "200 agents from different administrations, who answer users' questions, will be equipped with several generative AI tools, starting with ChatGPT (OpenAI), LLaMA (Meta) or Falcon," says Stanislas Guerini. Concretely, the responses of humans and robots will be compared "to measure their quality and the impact on the effectiveness of agents". "Studies carried out by customer relationship specialists show that the provision of this type of tool increases efficiency by 14%," justifies the minister.
However, "the objective is not to eliminate positions of public officials but to gain efficiency to meet the demands of users and put agents where they are most useful," reassures the member of the government.