La qualité dans l’accueil ou l’exemple paradoxal d’une modernisation réussie [Le cas des agents d’accueil des caisses d’Allocations familiales]

Abstract

Quality reception or the paradoxical example of successful modernisation. The case of reception staff in caisses d’Allocations familiales offices. The local government counter has received considerable investment in terms of presentation since the early 1980’ s. As a location symbolising the relationship between the civil service and its users, the counter became the place where the phenomena of insecurity became visible in the 1990’ s, but also a special place for investing in service relationship themes. Receiving the public acquired a central position in the approach to reforming the State. It has become a priority target in the last five years for the «quality » revolution recommended in local government. As in other civil service departments, the Family section of social Security has made quality service one of its core concerns in its modernisation program and improving how the public is received one of its main progress goals. As part of its management and objectives agreements, the section committed to a number of quality targets for the physical reception of beneficiaries and in particular set quantified performance standards in terms of wait times experienced by beneficiaries at counters. A review in caisses d’Allocations familiales offices of how actions to improve beneficiary reception have been improved did, however, indicated that the objectives targeted at institutional level were sometimes less than fully compatible and resulted in different views on service quality.

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