Evaluation must be based on the monitoring of relevant indicators and take into account the possible risks of introducing digital technology into the management of basic services.
Depending on the goal chosen and the data available, the local authority needs a performance improvement indicator. This must be all of the following:
- useful for the service providers, so that they can adjust their offer;
- representative of the change introduced by digital technology;
- and sufficiently eloquent to attract the attention of the media and/or general public.
The choice of indicator is therefore not neutral because it reflects the priorities pursued by the authority for sustainable urban development and enables the identification of the side effects expected in terms of savings in management cost, public health, access to jobs, etc.
L’arrivée du numérique dans la gestion des services essentiels présente cependant des risques :
- for municipal providers, the introduction of digital technology must not obscure the fact that technical solutions are not a substitute for good management! The systems put in place can provide information about service operation, but do not predetermine strategic decisions in terms of investment and maintenance. The use of commercial tools and online clientele services must also be achieved gradually to avoid excluding the most vulnerable users, poorly served with services and often less connected to digital technology;
- for small providers (artisanal or informal), while digital technology can effectively promote their supply of services and contributions towards certain users, it does not constitute a solution to their job insecurity and/or poor working conditions. The recognition and accompaniment of these small entrepreneurs can be improved thanks to digital technology, but should be backed with parallel methods of contractualisation, certification and training relative to their core business.
Lastly, digital tools can be mobilised for the implementation of communication campaigns on responsible uses, hygiene practices, changes in behaviour and saving resources. Through awareness raising campaigns on the social networks or in video format, the local authority can reach young people, who will be the consumers of the services of tomorrow, and thereby elicit more responsible behaviour in the long term.