Grand Poitiers is implementing a vast dematerialization project with the Efalia GRU solution

Grand Poitiers is digitizing its citizen relationships and internal processes with Efalia Portal

Faced with the obsolescence of its numerous tools, Grand Poitiers has launched an ambitious digital modernization project in partnership with Efalia. This project aims to dematerialize both internal processes and the relationship with citizens, via a modular platform for managing user relationships and a service portal called S @lut (Reception and Liaison Service with Territorial Users). After several years of gradual deployment, the initiative is now showing concrete results with 27,000 cases processed and 36 online procedures offered to citizens.

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Challenge

Greater Poitiers was facing several problems related to the obsolescence of its digital tools and the complexity of its administrative structure.

• Modernization of numerous tools that have become obsolete

• Need to centralize administrative procedures for citizens

• Need to optimize the work of 3,700 agents and elected officials

• Willingness to rely on national systems (FranceConnect)

• Organizational complexity with multiple decision centers

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Solution

Efalia Portal was deployed as a User Relationship Management (GRU) solution to meet the dematerialization needs of Greater Poitiers.

A simple portal for citizens, efficient administration for agents

Efalia e-Gov

• User portal S @lut for online procedures

• Modular case management solution

• Integration with the financial management tool Of the community

• Single interface for agents processing the files

• Connection with national systems such as FranceConnect

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Results

Large-scale digital transformation

The deployment of Efalia e-Gov allowed Grand Poitiers to modernise its entire relationship with users and to optimize its internal processes. This transformation has led to a complete digitization of file processing, from the creation of demand to its follow-up, offering tangible benefits for both users and agents.

• Functional citizen portal: +36 approachOnline services available 24 hours a day

• Complete dematerialization: No more folders are created manually

• Optimized financial treatment: 50,000 invoices validated and mandated

• Elimination of errors: Elimination of the risks of errors and unnecessary re-entries

• Transparency: Real-time monitoring of requests by users

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Key figures

• Internal users: 900 agents have access to the solution to process cases

• Invoicing: 50,000 invoices processed via the tool

• Diversified services: Parking subscriptions, leisure centers, financial aid (electric bikes)

• Digital inclusion: Implementation of assistance to support citizens who do not have access to digital technology

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Return on investment

• Administrative efficiency: Automation of recurring tasks (letters, emails)

• Better traceability: Harmonized processing and complete follow-up of files

• Improved management: Dashboards for the analysis of public policies

• Significant gains: Savings in terms of operational efficiency and user satisfaction

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