Observatory on the quality of online procedures

The Online Process Quality Observatory, launched in June 2019, is part of TECH.GOUV, the DINUM-led programme to accelerate the digital transformation of the public service. This responds to the government’s desire to place inclusion and user experience at the heart of the design of digital public services.
This dashboard, updated every three months and available on Observatoire.numerique.gouv.fr, makes it possible to identify priority areas for improvement and to make public the progress made in dematerialising public services in complete transparency.

This tool, which makes it possible to feed the public debate with figures and shared data, provides data for these 250 steps on:

• the state of play of its digitisation,
• compliance with precise quality criteria (quality of support, accessibility on smartphone, availability, response time, etc.)
• user feedback through a user satisfaction index. This satisfaction index is captured on the online administrative procedures themselves, thanks to a "MyReview" button proposed at the end of the user journey. This button is being gradually rolled out across all the State’s flagship initiatives.