Relations with users and modernisation of the State

On 4 February 2016, the Court of Auditors published a report entitled “Relations to Users and Modernisation of the State: Towards a Generalisation of Digital Public Services”, requested by the National Assembly’s Committee for the Evaluation and Control of Public Policies in accordance with Article 132-5 of the Code of Financial Courts. On the one hand, digital public services do not seem to play a leading role in modernising the state and its relationship with users, who do not make digital their preferred way of access, even where the supply exists. On the other hand, the administration did not draw all the lessons and benefits from the development of online services: the organisation of services has not been radically reformed and productivity gains remain below their potential. However, the Court considers that the conditions are met to make digital public services a real lever for the transformation of the State, and digital as the means of access under common law to administrative procedures, within the framework of a progressive approach adapted to the public. The Court makes 15 recommendations to allow citizens to access all public services on a single platform, with a single identifier, make their appointments online, fill in and submit their forms, track their files, and make telepayments. The success of this modernisation requires adequate support for users and increased confidence in digital services through adequate security measures. This report is available on [the Court’s website] (https://www.ccomptes.fr/fr/publications/relations-aux-usagers-et-modernisation-de-letat). The published files correspond to the data used in the preparation of the report.