Our solutions for a quality management approach tailored to local governments

Why implement a quality initiative in a local government?
 

In a local government, a quality initiative enables a shift from a service-delivery approach to one where services are managed, evaluated, and improved. Objectively measuring user satisfaction, identifying pain points in customer service, clarifying service commitments, and rallying staff around shared quality objectives: these are the tangible benefits of a well-executed quality policy. 
It also serves as a catalyst for modernizing public policy: local governments that commit to a process of continuous improvement build public trust and make their actions more transparent. And that shows at the polls! 

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 that they inspire confidence in both public servants and citizens.

Since 2012, the AFNOR Group has been contributing to the national observatory on customer service and user relationship management practices: The AFNOR Citizen Experience Barometer . In total, no fewer than 2,500 organizations took part, convinced of the value of being evaluated by a mystery shopper to measure the quality of user care based on the key determinants of user satisfaction: accessibility, responsiveness, courtesy, personalization, wait time management, transfer efficiency, complaint handling, etc.

What are the steps involved in a quality assurance process within a local government?

The implementation of a quality management system in a local public service follows a logical progression, regardless of the framework used.

1. Conduct an assessment

Assess the relevant services, user pain points, existing commitments, available metrics, and best practices already in place. This initial assessment determines the scope and the starting point of maturity.

2. Define quality objectives

Translate the quality policy into measurable objectives: response times, service accessibility, quality of customer service, complaint handling, and service continuity. These quality objectives serve as the operational roadmap.
3. Establish a feedback mechanism
Satisfaction surveys, barometers, mystery shopping, and user feedback: the approach must be based on real data. The AFNOR Citizen Experience Barometer is one of the tools used by local governments to objectively measure this.

4. Engage all staff members

A quality initiative does not rely solely on senior management. It must involve all relevant staff through tailored training, participatory workshops, and procedures that are understood and accepted. The process-based approach, which lies at the heart of quality management, serves as a key framework in this context.

5. Monitor, correct, improve

Monitoring indicators, taking corrective action, and pursuing continuous improvement ensure that the initiative is sustainable over the long term. This is the very essence of any quality certification for local governments: the process does not end with the award of a certificate or label.

ISO 9001, Public Services+ certification, Certi’Crèche: Which option should you choose?

Depending on their level of maturity and their objectives, local governments have several complementary AFNOR solutions at their disposal. 

The AFNOR Citizen Experience Barometer

As a tool for measuring and gauging user satisfaction, it helps objectively assess service quality, compare results over time, and identify priorities for action. It is often the first step in a continuous improvement process.

The Public Services + label

Led by the DITP and open to local governments since 2023, the program recognizes a department’s commitment to implementing the eight commitments of the Public Services+ program (response times, personalized support, streamlined procedures, etc.) and to a process of continuous improvement. Certification is carried out by an independent certification body authorized by the DITP (Interministerial Directorate for Public Transformation).

Certi’Crèche certification

Certi'Crèche Certification is designed for early childhood care facilities. It evaluates the quality of services, the educational program, and the care environment. It is intended for municipal and intermunicipal daycare centers, as well as MAMs (childcare assistant centers).

ISO 9001 certification

The ISO 9001 certification certifies a structured quality management system that is actively managed and continuously improved. It can apply to a specific department or an entire division. This is the most comprehensive solution: it attests to a system that complies with recognized requirements, verified by a third-party audit. It naturally aligns with other initiatives and can serve as a common foundation for consistent quality management across the entire organization.