Evaluation of public services users’ experience

L’évaluation du parcours des usagers des services publics

Monia Benaissa (benaissa.monia@univ-lyon3.fr), Sabrina Boulesnane (sabrina.boulesnane@univ-lyon3.fr) and Laïd Bouzidi (laid.bouzidi@univ-lyon3.fr)
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Monia Benaissa: MAGELLAN - Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon
Sabrina Boulesnane: MAGELLAN - Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon
Laïd Bouzidi: MAGELLAN - Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon

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Abstract: Our proposal is the result of observations and reflections concerning the evaluation of user's public services' experience. In this context, we will propose an evaluation tool through a new concept: the "Specific Smart Score". We will explain this concept, which is destined to evaluate a service or a function constituting public services. We instantiated this approach on user's experience in a context of digital request for the young child's reception. In this service, users are often confronted with the diversity of management authority and administrations' interlocutor. In this context, we propose a draft map of the processes representing the young reception's service. An observation phase made it possible to understand how access to child's reception is done, from the point of view of the user and the administration. We have highlighted the levers and obstacles impacting digital technologies' uses. It appears that maintaining multimodality ensures continuity of services, in particular for those that cannot be completely dematerialized.

Keywords: Public servicesc; Specific Smart Score; User experience’s evaluation; Indicators; Performance; Services publics; Smart Score Spécifique; Évaluation du parcours usager; Indicateurs (search for similar items in EconPapers)
Date: 2023
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Published in Communication et Management : Revue internationale des sciences commerciales, 2023, 20 (3), pp. 9-37

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04692382

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