Anxious to “make our public services more accessible and improve their quality”, the executive is banking on digital and wants to draw inspiration from another success – medical, this one. In an interview with Express, the Minister for Transformation and the Public Service explains that he wants to “rethink our doctrine of digital public action”. Stanislas Guerini also specifies floor on the launch “in a way of a Doctolib of the public services”, in order to facilitate the life of the users.
Each 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 technology”, notes the minister. But blocking points still remain, especially when making appointments for the creation or renewal of identity documents, which sometimes turns into a nightmare for the French people concerned. New tools are therefore expected to improve the situation: “To shorten the current delays in issuing permits, we are in the process of deploying in town halls and France Services spaces a tool for making appointments, “RDV Service Public ”, which we have developed. He plans, for example, to receive an SMS the day before the meeting, which makes it possible to divide by at least two the rate of no-show, ”specifies 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, from ChatGPT (OpenAI), LLaMA (Meta) or Falcon”, mentions Stanislas Guerini. Concretely, the responses of humans and robots will be compared “to measure their quality and the impact on the efficiency of agents”. “Studies carried out by specialists in customer relations show that the provision of this type of tool increases efficiency by 14%”, justifies the minister.
However, “the objective is not to eliminate the positions of public officials but to gain in efficiency to respond to user requests and put the agents where they are most useful”, reassures the member of the government.
