French expectations for the State’s digital transformation

Sopra Steria has launched the first version of the Digital Gov’ barometer with Ipsos. It concluded in particular that the digital transformation of State services is moving forward and that, for 75% of French respondents, the project must be a priority, especially in the areas of civil registrations, employment and unemployment, and health.

We chose to launch the first Digital Gouv’ barometer with Ipsos in order to take stock of French perceptions about the State’s digital transformation, since we believe that digital is an excellent mainspring for improving the quality of services. Moreover, citizens have become consumers of services and their influence in relation to policies is growing, especially as they express their opinions on social networks. In this context, the administration must gradually improve its understanding of its users. We firmly believe that even if the perceptions of certain citizens remain anchored in traditional belief systems, once the first steps have been taken, attitudes will change, as will the expectations of citizens in relation to the State. So, let us have a look at what the French are thinking…

Positive perceptions

This study reveals that 59% of French citizens, from across all age and socio-professional classifications, believe that digital development within the State sphere is quite satisfactory, even if there are disparities between certain areas of activity. Indeed, over 80% of French people say that digital development in the tax/duties area is advanced, while only 30% share this opinion about the police/justice sphere.
In all cases, nearly 75% of French people consider it a priority for the State’s digital development to continue. The related lessons are very interesting: 89% of them say that they are willing to participate, without any divide in terms of age, qualifications or socio-professional classification. Such barriers as safety concerns, for example, are no longer considered obstacles.

French citizens chiefly expect that this digital change will simplify administrative services in terms of both content and ease of access. The primary expectation could be described as “0 paper – 0 counter”, since citizens believe that the digital springboard is a way to save time and to avoid travelling. They are ready to no longer have to travel; however, they also want support with the transition to digital services. The complete digitalisation of the service offering is not enough. For the State, there is a real opportunity here to rethink its relationship with citizens in each administrative area.

The expectation with regards to simplification primarily concerns a new means of access to the administrations. French people want out of a means of operation that is compartmentalised according to administration. They thus express the need for accessing those services that are related to life events. Here, it is an opportunity for the State to strengthen the connections between the various administrations and to promote more cross-functional operations.

Some major trends emerged: French people believe that the State’s resources must be focused on civil registrations, employment and unemployment, and health as a matter of priority. The main expectations involve services related to significant life events such as the loss of employment, retirement or the seeking of assistance.
Throughout this survey, for French citizens, digital emerged as a formidable tool for improving and streamlining public services, thus optimising public spending.

The third revolution in public services is up and running!

Claire Ducos, Public Sector Board Director

To learn more about the Sopra Steria Digital Gov’ barometer, click here

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Claire Ducos

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