Écouter les usagers: De la simplification á l'innovation

Abstract

Listening to users: from simplification to innovation - Efforts have long existed to simplify administration, and numerous committees have been set up to deal with the issue, with mixed results. These bodies entailed consultation, typified by the participation of associations and "qualified" individuals. However, to obtain tangible results, would it not be best to look first at the everyday life of users? This raises methodological issues regarding the measurement of users'expectations. Associations need to be consulted, and their innovations taken into account and integrated into administrative processes. These subjects remain unexplored. This highly practical view of the relationship with users also raises the issue of how public administration is organised, how they should perform and how this should be measured on the basis of users'expectations. It calls into question current management principles and the targets given to senior managers. This is not just a matter of simplifying administrative processes, but also citizens'lives by bringing about long-term improvements to the quality of services and the values of administration. © E.N.A. Tous droits réservés pour tous pays.