Initiated by the Prime Minister's circular of 1 July 2019, the France services programme was presented as a response to the feeling of marginalisation and remoteness from public services experienced by part of the population. Spearheaded 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 to help users complete their administrative procedures online. In 2021, 67 % of adults living in France carried out at least one administrative procedure online in the previous 12 months, but the requirements for using new technologies and administrative terminology, and the impersonal nature of the service, prevent some people from accessing it. The Court therefore examined the nature and quality of the services on offer to determine whether they meet user needs. The survey focused primarily on user satisfaction and looked at the financial and human capacity of this system to maintain a sustainable operation. The assessment revealed a quantitative and qualitative gain and confirmed that a majority of users are satisfied with the support provided by France services advisors. However, the scheme can only be consolidated and sustained if a viable medium-term development scenario is rapidly agreed. This 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 advisors.
