Direction Interministérielle de la Transformation Publique (DITP) is at the forefront of transforming public services in France through the ServicesPublics+ platform. Tasked with processing around 300,000 monthly contact from citizens, the DITP faced the challenge of lengthy response times and the need for deeper understanding and analysis of the feedback received.
The primary challenge for DITP was to significantly reduce the response time to assure citizens that their feedback is heard and acted upon, aiming to cut down the average response time from 19 days to 5 days. Furthermore, there was a pressing need to collect more feedback and analyze it comprehensively to unearth actionable insights and improvement areas in public services based on the citizens’ real concerns and issues.
Implementation of AlloReview
AlloReview was introduced as a pivotal solution to enhance the feedback collection process. It empowered citizens to express themselves more conveniently, either through text or voice, ensuring a smoother and more inclusive feedback submission experience. More than just a feedback collection tool, AlloReview is equipped with cutting-edge AI that performs in-depth analysis of all the responses received, identifying and understanding the core issues and irritants that citizens encounter. Through analyzing 100% of the feedback, AlloReview provides invaluable insights and recommendations for service improvement, allowing DITP to promptly address and rectify the citizens’ concerns.
Automation of responses
For addressing the citizen’s inquiries and feedback efficiently, DITP deployed AlloBot, a separate but complementary solution to AlloReview. AlloBot is designed to assist public service agents in generating swift, accurate, and respectful responses to the users’ inquiries with a single click. With its capability to create error-free and comprehensive responses within a second, AlloBot has become an indispensable tool for agents dealing with various public service inquiries, including those related to Assurance Maladie. This rapid response generation capability has not only enhanced the efficiency of the agents but also significantly reduced the response time, achieving the ambitious target of an average of 3 days compared to the initial 19 days.
With AlloReview and AlloBot, DITP successfully streamlined its feedback analysis and response generation processes. The synergy of these tools resulted in a remarkable reduction in response time, a significant increase in collected feedback, and a deeper understanding of the issues raised by citizens, leading to a 82% satisfaction rate among the agents.
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