Produce an initial diagnosis of the uses of digital technology by all the service providers, whether or not related to the local authority.
Efficiency is an important factor for the providers of public services in the digital transformation of infrastructure and commercial offers. The introduction of digital services will then go hand in hand with the organisational reforms related, in particular, to the automation of certain tasks, and therefore to restructuring in terms of business lines and human resources.
For the small private or informal providers, digital technology can be a means to expand their market, facilitate contact with users, ensure better monitoring of their offer and of their invoicing, etc. They also, once equipped, have an incentive to use these tools.
The degree of ICT penetration in these service offers varies depending on the investment capacities of the providers and the potential returns on investment they can expect.
Several elements must be taken into account.
- The uses of digital technology by the municipal provider: clientele services, ticketing, payment of taxes, internal administrative and commercial management, fleet and equipment monitoring; communication.
- The uses by alternative providers: on demand services, mobile payment, commercial advertising, and clientele relations.
- Existing tools and the data that can be generated: applications for service requests, proportion of online payment, dematerialised clientele services, service management data, geo-tracking of journeys, consumption monitoring, customer databases, etc.