RESTRUCTURING OF PUBLIC SERVICES AND INNOVATION

The citizen's mistrust towards public institutions raises the question of the capacity of authorities to provide the service expected by citizens. One French department has noted profound changes linked in particular to the growing demands of beneficiaries (e-administration, digitization, reduction of delays, etc.), an increasing volume of files in a difficult economic context and increasing constraints (pressure on resources and a changing regulatory context).

Within this context, the Department intended to place innovation and experimentation at the heart of its strategy to:

  • Improve the efficiency of the service provided in terms of cost, quality, lead time, etc. ;

  • Better adapting the public service offer ;

  • Implement participatory, cooperative and cross-cutting approaches ;

  • Offering better performance guarantees ;

  • Ensure change management.

For several years now, the Department has been carrying out projects to restructure public services, focusing on their innovative nature in terms of both method and results.

In order to develop new skills in the creation and transformation of public services, the Departmental Council has also set up a School of Management through Innovation (EMI) to raise awareness and train departmental managers in new practices and approaches, and to learn new disciplines in order to provide a better service to users.

Abington’s support

We assisted the Department in designing and running a training program for executives in the civil service in innovative working methods. For three years, we led training courses on operational excellence, service design, impact measurement and management control, as well as workplace well-being.

These training courses, given over four months, combined theoretical input, application to practical cases and full-scale experiments. Indeed, the participants had to put their new knowledge into practice for the treatment in project mode of a real problem of the community with an operational report presented during a public presentation at the end of the training.

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