The modernization of public institutions is under way and the digital transition has accelerated with the Public Action 2022 program.
Public administrations must reinvent their practices, simplify their operation at the service of users by relying on innovative and modern digital solutions such as user relationship management platforms.
What is user relationship management?
- Simplification administrative procedures
- Centralization user information
- Satisfaction User
- security and compliance
Why manage online procedures?
A user relationship management solution makes it possible to dematerialize all the requests of citizens or users at the source. You thus provide better service to users, to better manage their requests, to inform them in real time while improving the working conditions of your public service agents. So, a URM platform makes it possible to ensure a quality approach with a secure, fluid and end-to-end treatment.
What are the benefits of a URM for digital transformation?
A URM solution makes it possible to deploy a multi-channel strategy to improve and optimize the processing of user requests. Thus, all user requests are recorded in the solution, regardless of the channel used:
- The teleservices exposed by the platform
- Phone calls
- Requests by SMS or by email,
The same is true when the user goes to the reception desk.
The agent is able to access his file and register the user's request in the portal. All information is linked to the user's account in order to obtain a 360° global vision of all their needs and provide the appropriate answers.
A citizen relationship management solution makes it possible to centralize all user requests and exchanges with them for a quality relationship.
User relationship management platform: for what needs and for what?
User relationship management helps public organizations to simplify and streamline exchanges between users and their agents. It adapts to all the services of your public administration.
- Meeting user expectations by adapting to new uses through digital services
- Simplifying user procedures for a better public service
- Improving the daily life of agents for a better quality of services
Meet the expectations of users by adapting to new uses.
Technological developments have the effect of constantly transforming uses and the relationship between users and public institutions (ministries, local authorities, agencies, etc.). Information channels for users as well as their expectations of the public administration are changing.
- Be able to initiate an administrative procedure at any time
- Save time and simplify the user journey
- Accessibility of procedures from a mobile phone
Simplifying the administrative procedures of users
A GRU/GRC portal allows the user to create an account in the form of a private space in order to access online services.
Once connected to the citizen portal, the user specifies:
- Her personal data
- The members of his family (association, company)
- The documents necessary for certain procedures (CNI copy, Kbis,...) in order to be able to simply reuse them as part of any new online procedures.
Thanks to this secure personal space, the user no longer needs to systematically search for their documents in order to carry out new procedures.
- Personal space secured
- Follow-up of requests in real time
- Procedures For a third party
Through their account, the user has a single digital window for access to the various remote services offered by the platform. The user follows all of his procedures in real time, without needing to request your services. He can find out the status of his request (validated, rejected or completed for example) thanks to dashboards. He can also provide supplements, if necessary, on his request at any time of the day, without waiting for the opening of his community or town hall.
Finally, a platform for managing citizen relationships allows you to make appointments on time slots available at your local authority. So, no more waiting in front of a ticket office.
Improving the daily life of agents
Do users contact you by phone, by email, or by a PDF form downloaded from your website? Or did you develop an application for each approach, without harmonization on both the user and agent sides? Does each approach require numerous entries within your various departments? and in many cases, the user moves!
A citizen relationship management solution offers instructing agents a unique dashboard with all user requests, regardless of the channel chosen by the user to make the request:
- From the online portal
- By phone
- By mail
We then see:
- A master's degree Deadlines
- Harmonization answers and continuous improvement
- A transversal vision the different requests of a user thanks to a multi-channel approach
- Immediate access To the information
Offer your training agents a simple and effective solution that accompanies them from end to end in the treatment process.
Decompartmentalizing the information system with the help of new digital services
Dematerializing the processing of requests in the form of teleservices accessible from a secure portal, allows dematerialization at the source. During the request processing phases, the back office automates the integration of useful information into business applications and more generally into your information system, without any data re-entry.
- Reduction of input errors
- Eliminate time-consuming tasks
Measuring and guaranteeing the service provided to users
A GRU solution allows general management and elected officials to easily obtain statistics on the use of the platform and the services provided.
These statistics may be, for example, the number of requests processed on the various services, the average processing time by type of request, the nature of the requests,...
This allows Measure the public service provided in relation to the objectives set, to identify possible dysfunctions and to easily correct them by adapting the investigation process for example. You Pilot thus all the actions and you optimize the functioning of the various administrative services.
What benefits can you expect from a citizen relationship management software?
Reveal the full potential of your public organization using a GRU platform
- Simplify the user journey and gain in productivity
- Strengthen relationships of proximity and trust with users
- Render visible and value the action of elected officials
Simplify the user journey and increase productivity
With a CRU/GRC platform you simplify and speed up the process of processing procedures for a better quality of service and user satisfaction. Your agents gain in productivity thanks to dematerialization at the source, which avoids re-entering and losing information.
Strengthen relationships of proximity and trust with users
A user portal Returns a positive image and modern of your public administration, which reinforces the proximity with your users and your public service commitments. You adapt your organization to new uses, and your agents are freed from time-consuming tasks for a better service provided.
Making visible and promoting the actions of elected officials
By providing comprehensive and easy-to-use tele-services, you are establishing a quality relationship with your users where they feel heard and understood. You make the instruction of the procedures transparent and you inform them in real time of its progress. In this way, you value the service provided to your users.
The essential functional building blocks of the URM
User relationship management software includes a number of essential functional modules that complement each other, for optimized processing of procedures and ensuring data protection.
According to the editors, all of these bricks are packaged and delivered in the product or can be activated as and when the customer needs or the project is implemented.
- CRM, user repository for greater data protection
- Mobility Connectivity France Connect user portal
- Online payment
- Making an appointment
- Signature and signature
- Workflow and back office for processing cases
- Data analysis, statistics and reporting
- API, IS integration