L'action communale à l'ère du numérique, analyse du processus à engager

Yannick Bouchet () and Pierre-Alain Millet ()
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Yannick Bouchet: MAGELLAN - Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon
Pierre-Alain Millet: DISP - Décision et Information pour les Systèmes de Production - UL2 - Université Lumière - Lyon 2 - UCBL - Université Claude Bernard Lyon 1 - Université de Lyon - INSA Lyon - Institut National des Sciences Appliquées de Lyon - Université de Lyon - INSA - Institut National des Sciences Appliquées

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Abstract: This research is based on a hybrid exploration in an abductive approach with a problem of translation between concepts and empirical data from a study of optimization of the management of the relationship with citizens in six cities. We will show that incremental system consisting of a continuum of three stages is necessary to answer the questions posed by the management of cities: "What is it? and how? ". The incremental system that we propose is a method to reveal plans to optimize the management of the relationship with citizens in a society where digital seems prégnant. The three phases of incremental system are "around a semantic search and issues," "the discovery of six projects" and "work in iterations." In the last step, after identifying the positions of all the players, the management of SITIV organize a session of collective intelligence (Levi, 2003) because according to Demailly (2008) "members of an organization does not have a view full of what takes place there, or in time or in space, and will therefore settle benchmarks available, the most immediate are thinking and what their colleagues are doing "... It is for this reason that direction SITIV promotes (and encouraged) exchanges between cities. For the direction of SITIV all projects identified around the Citizen Relationship Management (CRM), are part of a global architecture information system dedicated to this activity. The SITIV and six cities seem heckled by this development. Thus, the chain of historical value SITIV should be reviewed because it does not take sufficient account of the impact of digital technology on the territories of communities and their stakeholders. This evolution of the value chain is in the will of the President and the leadership of SITIV that it becomes an innovator to help cities in transforming their organization and probably adapt more easily to their territoriality . Thus, the arrival of digital seems to upset relations with the local community stakeholders.

Keywords: Citizen Relationship Management; Optimization; Projects Citizens; Citoyens; Projets; Optimisation; Gestion Relation Citoyen (search for similar items in EconPapers)
Date: 2011-11-24
Note: View the original document on HAL open archive server: https://hal.science/hal-00816345v1
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Published in Nouveaux usages de l'internet dans les collectivités territoriales, Nov 2011, Nice, France. pp.1

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