FRANCE SERVICES

PROGRAMME

(2020-2023)

Public thematic report

Summary

September 2024

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Summary report

The France services programme, launched with the circular of the Prime m

inister’s

of 1

July 2019, aims to offer services to help people with common administrative procedures at

local, shared and multi-purpose reception points

Led by the national Agency for territorial cohesion (ANCT), it is based on a network of

local operators (local authorities,

La Poste

, associations, etc.) and now involves eleven

national operators (nine until 31 December 2023).

In carrying out this evaluation, the Court sought to establish whether the nature and

quality of the services on offer meet users’ needs, i

n particular by measuring the satisfaction

of users of France services centres (assessment point 1), and whether the financial and human

resources of the scheme are sufficient to ensure its long-term operation (assessment point 2).

A programme that satisfies users and contributes to regional social

cohesion

The programme assessment highlights the quantitative and qualitative benefits of this

local public service offer, compared with previous schemes, and confirms that a majority of

users are satisfied with the care provided by France services advisors.

France services centres meet the needs of the people who use them

Five years after its roll-out, the France services network now comprises more than

2,840 centres in France (including satellite locations). Almost 100 % of centres are less than

30 minutes’ travel time for users.

The number of requests handled by France services centres has risen steadily since the

network was introduced, from 1.17 million in 2020 to almost 9 million by the end of 2023. On

average, 14 % of in-person reception and support for core public services is provided by the

France Services network.

58 % of users are over 55, and the majority of them are women (56 %). Young people

are poorly represented (6 % of users are under 26). 82 % of requests are processed on site.

A significant increase in the range of services on offer

User satisfaction at France services centres exceeds 90 %. This reflects both the

network’s ability to meet users’ formal requirements and its ability to listen to t

hem and support

them through a personalised guidance As a result of this unique relationship, the France

services network is undeniably helping to reduce territorial divides.

The results of the France services programme exceed the previous experience of the

maisons de services au public

(MSAP - public services centres), which until then had been the

most successful system of pooled, multi-purpose local services.

Rigorous certification of the France services network has enabled the emergence of a

comprehensive range of services and a uniform quality of care across the country.

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Figure 1: Key figures for the France services programme

Source: financial jurisdictions

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Ensuring the long-term future of the France services programme

The France services programme can only be successfully consolidated and sustained if

a viable medium-term development scenario is rapidly agreed. This scenario should make it

possible to increase operator mobilisation, provide better financial support for the operators of

highly frequented sites and place greater value on the role of France services advisors.

The need to define a scenario for ambitious and sustainable development

After a phase of rapid deployment, the France Services programme must now clarify its

future strategic objectives and thereby enhance its transparency.

Between maintaining the status quo and a major transformation of the system into a

‘single gateway’ for all public services, there is scope for an intermediate scenario, which would

en

able the expansion of the network’s reception capacities, in coordination with those of

operators, and allow for a measured enhancement of the range of services on offer.

Taking better account of the specific characteristics of the region and its people

The France services network must be integrated into the local territories, taking account

of their specific characteristics. The departmental plans for improving access to services for

the public can serve as a useful framework for the local structuring of local services, including

the France services network. This network would also benefit from a better understanding of

the population in each area, and of the changes in the availability of services to the general

public. In addition, the network should raise its profile with the general public, which is mainly

based on word of mouth.

France services advisors are effective in providing one-to-one support to users who are

not digitally literate. However, they cannot make users more independent in their use of digital

tools without the support of other digital inclusion players in the departments.

More effective steering and coordination of stakeholders

The long-term success of the programme also depends on its governance, which must

provide more effective coordination of the various stakeholders.

At national level, the ANCT must coordinate its actions more effectively with the

ministries and operators, in particular by promoting greater synergy between the operator

networks and France services.

At the local level, the partnership requires better coordination between the centres and

the operators responsible for delivering the shared services across the entire network. Varying

depending on the territories and operators, the relationships between the France Services

advisors, who interact directly with users (the ‘front office’), and the operator services, who are

experts in their procedures (the ‘back office’), still require clarification.

Funding to ensure the long-term future of the system and a fair distribution of costs

The Court estimates the total cost of the programme at around €350 million for

2024

(including approximately €113 million from the State’s general budget, representing less

than 1

% of the payment appropriations for the ‘territorial cohesion’ mis

sion).

In 2023, funding for the programme by the State and its operators increased, with an

annual fixed amount raised from €30,000 to €35,000 for non

-postal structures. The aim of the

programme’s funding trajectory is to reach €50,000 per structure by 202

6.

5

Despite this trajectory, the financial burden continues to fall more heavily on local

providers than on the State and its operators. Moreover, national funding does not take into

account the over-visiting of certain areas. An additional flat-rate subsidy would appear to be

necessary to cover the cost of the programme in areas where visitor numbers are higher than

their reception capacity.

Similarly, while the methods of distributing funding between the historical operators have

been revised to better reflect the services used, the participation of new operators joining the

programme in 2024 will need to be clarified.

Retaining high-quality human resources

In terms of human resources, the role of France services advisor requires technical

expertise, initiative and interpersonal skills, in the face of sometimes complex situations.

However, the specific aspects of this role are not yet sufficiently reflected in the career

development paths of the advisors. Continuous training requires further development, with a

view to enhancing the loyalty of staff in the France services network.