{"id":71391,"date":"2026-09-22T09:30:27","date_gmt":"2026-09-22T07:30:27","guid":{"rendered":"https:\/\/www.tessi.eu\/?p=71391\/"},"modified":"2026-09-16T16:28:55","modified_gmt":"2026-09-16T14:28:55","slug":"service-public-ia-au-service-de-la-relation-usager-et-instruction-dossiers","status":"publish","type":"post","link":"https:\/\/www.tessi.eu\/fr\/service-public-ia-au-service-de-la-relation-usager-et-instruction-dossiers\/","title":{"rendered":"[Tessi insights] Service public : l’IA au service de la relation usager et de l’instruction des dossiers"},"content":{"rendered":"

D\u00e9couvrez notre nouveau num\u00e9ro de Tessi Insights consacr\u00e9 \u00e0 la transformation des services publics, de la relation usager \u00e0 l’instruction des dossiers<\/span>.<\/strong><\/p>\n

Ces derni\u00e8res ann\u00e9es, les administrations ont consid\u00e9rablement modernis\u00e9 leurs services. Portails en ligne, d\u00e9marches d\u00e9mat\u00e9rialis\u00e9es, formulaires simplifi\u00e9s : l’acc\u00e8s aux services publics a profond\u00e9ment \u00e9volu\u00e9.<\/p>\n

Pourtant, de nombreux irritants persistent. Des usagers doivent encore r\u00e9p\u00e9ter plusieurs fois les m\u00eames informations, des d\u00e9marches simples deviennent complexes au fil des \u00e9changes et les d\u00e9lais de traitement restent parfois difficiles \u00e0 ma\u00eetriser.<\/p>\n

Comment l’IA transforme la relation usager et le traitement des dossiers<\/h2>\n

Face \u00e0 ces d\u00e9fis, un nouvel enjeu \u00e9merge : am\u00e9liorer l’ensemble du parcours administratif en rapprochant la relation usager et le traitement des dossiers.<\/p>\n

Car derri\u00e8re l’interface num\u00e9rique se joue une autre transformation, moins visible mais tout aussi essentielle : celle des processus internes, de l’exploitation des donn\u00e9es et du travail quotidien des agents.
\nL’intelligence artificielle s’inscrit d\u00e9sormais dans cette \u00e9volution. Les d\u00e9cideurs publics y voient avant tout un moyen d’assister les agents dans le traitement des dossiers<\/strong>, de faciliter l’acc\u00e8s \u00e0 l’information<\/strong> et d’am\u00e9liorer la qualit\u00e9 des r\u00e9ponses<\/strong> apport\u00e9es aux usagers. Elle s’impose ainsi comme un levier de modernisation du service public, au b\u00e9n\u00e9fice des usagers comme des agents.<\/p>\n

Dans ce dossier, d\u00e9couvrez comment les organisations publiques peuvent d\u00e9cloisonner leurs processus, rapprocher front et back office et tirer parti de l’IA pour am\u00e9liorer simultan\u00e9ment l’exp\u00e9rience usager et l’efficacit\u00e9 op\u00e9rationnelle.<\/p>\n

Relation usager et instruction des dossiers : une n\u00e9cessaire convergence pour les services publics<\/h2>\n

La modernisation des services publics<\/a> ne se limite plus aux interfaces destin\u00e9es aux citoyens. Pour personnaliser davantage les parcours et am\u00e9liorer la qualit\u00e9 du service, les administrations doivent d\u00e9sormais s’int\u00e9resser \u00e0 la partie la moins visible du parcours : le travail des agents et les processus d’instruction.
\nDans notre premier article<\/a><\/strong>, Philippe Pressard<\/a>, Directeur de March\u00e9 Secteur Public chez Tessi, analyse les limites des organisations encore cloisonn\u00e9es et les raisons pour lesquelles le rapprochement entre relation usager et instruction des dossiers permet un traitement plus efficace<\/strong> et comment l’IA rend possible cette transformation.<\/p>\n

5 \u00e9tapes pour rapprocher front et back office<\/h2>\n

Rapprocher la relation usager et l\u2019instruction des dossiers ne commence pas par le choix d\u2019un outil.<\/p>\n

Dans ce deuxi\u00e8me article<\/a><\/strong>, Emmanuelle Descovich<\/a>, Directrice Grands Comptes Strat\u00e9giques chez Tessi, et Rapha\u00ebl L\u2019Yvonnet<\/a>, Consultant Avant-vente chez Tessi partagent une m\u00e9thode concr\u00e8te<\/strong> fond\u00e9e sur cinq \u00e9tapes : de la cartographie du parcours usager<\/strong> \u00e0 la gouvernance du changement<\/strong>.
\nL\u2019objectif : d\u00e9construire les silos existants, fluidifier la circulation de l\u2019information et construire des organisations centr\u00e9es sur les besoins des citoyens<\/strong>.<\/p>\n

UGAP : dans les coulisses d’un centre de contact Front-to-Back<\/h2>\n

Pens\u00e9 sans silos d\u00e8s 2011, le centre de contact multicanal de la centrale d\u2019achat public UGAP avait une longueur d’avance. \u00a0Sur cette lanc\u00e9e, il a souhait\u00e9 simplifier encore davantage ses processus<\/strong>. Dans ce troisi\u00e8me volet<\/a><\/strong>, Achylle Ebele<\/a>, Directeur adjoint charg\u00e9 du Centre de Contact Multicanal (CCM), revient sur ce que ce partenariat a chang\u00e9.<\/p>\n

Envie d\u2019en savoir plus ?<\/h2>\n

Abonnez-vous \u00e0 la newsletter et d\u00e9couvrez l\u2019int\u00e9gralit\u00e9 de ce nouveau num\u00e9ro de Tessi Insights<\/a> consacr\u00e9 \u00e0 la transformation des services publics, au rapprochement du front et du back office et aux apports concrets de l\u2019intelligence artificielle.<\/p>\n

 <\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

D\u00e9couvrez notre nouveau num\u00e9ro de Tessi Insights consacr\u00e9 \u00e0 la transformation des services publics, de la relation usager \u00e0 l’instruction des dossiers. Ces derni\u00e8res ann\u00e9es, les administrations ont consid\u00e9rablement modernis\u00e9 leurs services. Portails en ligne, d\u00e9marches d\u00e9mat\u00e9rialis\u00e9es, formulaires simplifi\u00e9s : l’acc\u00e8s aux services publics a profond\u00e9ment \u00e9volu\u00e9. Pourtant, de nombreux irritants persistent. Des usagers doivent […]<\/p>\n","protected":false},"author":40,"featured_media":71436,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[47],"tags":[771,810,811],"class_list":["post-71391","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-tessi-insights","tag-ia","tag-secteur-public"],"acf":[],"yoast_head":"\nIA et service public : relation usager et instruction des dossiers<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment l'IA aide les administrations \u00e0 rapprocher relation usager et instruction des dossiers pour un service public efficace.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.tessi.eu\/fr\/service-public-ia-au-service-de-la-relation-usager-et-instruction-dossiers\/\" 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