“Les Tutos Service Public” is one of the new projects launched by the Direction de l'Information Légale et Administrative (DILA) - French Government - to help administrative assistants better inform users of their rights, procedures and obligations. It was in this context that DILA used Learn Assembly's services. Read its testimonial.
DILA plays an essential role in the dissemination of legal, administrative and public information. It manages leading websites including service-public.fr and entreprendre.service-public.fr. Its audience reached 675 million visits in 2024.
In response to growing demand for efficient, accessible public services, DILA has launched the “Public Service Tutorials” project. The aim is to enhance the knowledge of public service websites by public officials in direct contact with citizens.
It is aimed at two target groups with widely varying levels of knowledge:
The aim was to give them all the needed tools and resources to provide better assistance to users.
DILA therefore asked Learn Assembly to help design learning programs, resources and activities to meet the needs of both target populations.
We spoke to the team in charge :
Read their testimonial in this article.
Identifying administrative helpers as key targets was prioritized by the teams. And this despite the fact that many of them were already using the official French administration website.
DILA wanted to step up this support for public service field operatives. “We wanted to help them make better use of the service-public.fr website,” explains Benjamin Berut.
This initiative was born out of a field survey and concrete observations – time savings, reliability of information and the need for human support:
“Site visits and field meetings were necessary. I visited some France services entities and met a number of town hall secretaries to make sure the project was relevant. The main thing that emerged was the great need for acculturation to our sites. One of the most important issues for them is time.”, Sophie Gaudron.
DILA has set up a hybrid learning program with Learn Assembly, using webinars as a starting point. The success was immediate. Indeed: 1,200 participants from the very first webinar, a satisfaction rate of 85% and a replay of the last webinar that already boasts over 530 views. “We didn’t expect this level of interest,” reveals Sophie Gaudron. “We meet a real need. The participants are delighted that we are able to provide them with opportunities to exchange ideas. They like to see who’s behind the website and so on.” “We received a lot of positive feedback from the first webinar we ran. It was very well received by agents, demonstrating the importance of embodying public service.” adds Yaël Didi.
“In addition,” Sophie Gaudron continues, “we have co-built a collaborative channel with over 1,500 subscribers. This kind of social network or internal forum enables agents to share their practices, ask questions and break professional isolation. It’s a great success! It’s also very satisfying for DILA experts to be able to answer questions and help those in daily contact with users.”
“Working with learning experts was very helpful. The team immediately grasped the learning community dimension of our project, which we liked a lot right from the tender response phase. In addition, Learn Assembly already had experience with public institutions,which we felt was very relevant,” says Sophie Gaudron.
A truly co-built project within a human and impactful collaboration.
Yaël Didi:
“The collaboration went very well. Among other things, Learn Assembly helped us define a production cycle for our offer and find the right formats to broadcast at the right time. Learn Assembly also has a real ability to listen without dogmatism.“
Sophie Gaudron:
“What was really pleasant was that Learn Assembly believed in our project and thought it made sense. Every word was listened to and encouraged. There was a real climate of mutual trust during this mission guided by collective intelligence.“
Benjamin Berut:
“Many service providers would have settled for a standard response. Learn Assembly really helped us to build an offer that was still vague.“
All in all, an “extremely constructive” project, to quote Sophie Gaudron, in which a sense of community, the association of different backgrounds and social utility were the driving forces at every stage. It has had a direct impact on users’ experience at every level. Indeed, as Tiphany Quach reminds us, “Simplifying access to administrative procedures doesn’t just mean improving a website or a user path. It also means thinking about the whole human chain behind it: the messaging, social networking and telephone teams, and above all the agents who support users on a daily basis.“
To find out how Learn Assembly can help you, see all our case studies. case studies and our offers on our website.
Learn Assembly is a hybrid consulting firm created in 2013 to support the transformation of all those involved in learning and employment. Our mission is to help them play a strategic role in their organizations to meet the challenges of skills in a context of environmental transition and technological transformation. We support the general management and L&D departments of major groups, public bodies and higher education institutions in their strategic development.
