Our quality and lean solutions for local authorities
Quality isn’t just for private companies! School cafeterias, daycare centers, medical and social services, municipal reception offices… Local governments, too, must ensure the quality of the services they provide to users. And that means identifying the right metrics to measure it.
Your needs
Do you work for a local government agency in a role that deals with service quality issues? We provide you with access to monitoring tools, surveys, training, and recognition based on audit results.
Roll out the AFNOR Citizen Experience Barometer
To measure your users' satisfaction across multiple channels.
Obtain Certi’Crèche certification
A commitment to service for your early childhood facilities
Apply for the Public Services+ certification
To promote the continuous improvement of the user experience.
Certify a service to ISO 9001
Show users of a public service that you are committed to quality.
Citizen Experience Barometer: Occitanie Weighs In
François Albert, director of the Montauban Regional Office, reflects on the insights gained from the citizen experience survey; without it, they would not have known that their service was meeting customer expectations regarding the personalization of their requests.
AFNOR helps you define your needs
Why implement a quality management system?
As the entities responsible for organizing public services within a given area, local governments must prioritize the satisfaction of their citizens. After all, beyond the impact on staff and their managers, poor service quality is punished at the ballot box! Service quality is therefore a key consideration for any local government. The rise of artificial intelligence—whether agent-based or generative—to process and respond to citizens’ requests does not resolve the issue: it is essential to monitor the performance of these tools and ensure they inspire trust among both staff and citizens.
Since 2012, the AFNOR Group has maintained a national observatory of customer service and user relationship management practices. In total, no fewer than 2,500 organizations have participated, convinced of the value of being audited by a mystery shopper to measure the quality of user service based on the key determinants of user satisfaction: accessibility, responsiveness, courtesy, personalization, wait time management, efficiency of transfers, complaint handling, etc.
Source of figures: AFNOR Barometer, DITP
