In order to guarantee universal access to services and rights, solutions must therefore be proposed at all stages of the user's online journey "both upstream (developing more accessible digital services, involving users in their design) and downstream (offering support in carrying out online procedures for those who need it)".
According to Anne-Claire Collier and Aurélie Tricot, the first feedbacks from the field of digital inclusion initiatives and programs highlight two essential factors for an effective action that benefits everyone:
- The importance of motivational levers. "It is not enough to offer a person free digital training to convince them to do so. It is essential to start from their needs to enable them to see the value of a change in practice.
- The need to act collectively. "The coordinated action at the territorial level of actors from different structures (communities, public services, associations, etc.) and their different professions (social workers, public service receptionists, digital mediators, etc.) is essential to identify, accompany and guide as many people as possible towards training courses in basic digital skills.
The first part of the report provides an overview of digital uses with a double focus: users and professionals of public services
Dominique Pasquier (sociologist) comes back to the social inequalities of use, based on his work on the Internet of the working classes. " The working classes draw the Internet from the side of the image rather than from the written word; they are also penalized by an administrative dematerialization that was conceived by and for expert and graduated Internet users; finally, their ideal of family group has also been upset by these centrifugal technologies and bearers of a process of individualization characteristic of the middle classes. Whether it accompanies or provokes changes, the Internet participates in any case in the transformation of the working classes today.Elie Maroun focuses on the contours of this " new form of illiteracy " that is digital illiteracy, also called "illectronism". According to the French National Agency for the Fight against Illiteracy (ANCLI), it refers to an insufficient mastery of basic digital skills, which are necessary for any person to carry out the acts of everyday life in an autonomous manner. In the Charter it proposed in 2016, the ANCLI recommended the implementation of an educational approach integrating all basic skills, including digital. This approach has been tested in various contexts and for different categories of beneficiaries.
Nadia Kesteman retraces the stages of the digital transformation of French administrations (" a long process, carried out in successive stages ") as well as the recent measures implemented to support the public who are far from the digital world (France Services, emergence of the "digital advisor" profession, generalization of "Aidants-connect", implementation of training for caregivers and digital mediators). She looks back at the national digital inclusion measures deployed by the Family Allowance Funds (CAF), such as the implementation of spaces dedicated to supporting online procedures in CAF reception areas since 2014, the awareness-raising of agents to this issue, the association of users with the development of online services, and the creation of a "digital network" to support the development of digital services.We are also developing and professionalizing a network of reception partners to ensure territorial continuity, i.e., that a CAF contact point or one of its partners is accessible in less than 30 minutes, wherever it may be in metropolitan France.
Based on research conducted in the Bouches-du-Rhône department, Nadia Okbani analyzes the reception of e-administration by social workers, the difficulties they encounter, and the trade-offs they make in taking on the administrative "dirty work" online in organizational and managerial configurations that are not well suited to this type of support. In their daily practice, some social workers are led to denounce both the increasing complexity of their profession and a form of solitude (even dehumanization) in their social support.
The second part looks at the implications of the transformation of administrative services
Morten Meyerhoff Nielsen puts these issues in an international perspective: " The experience of the most advanced countries in putting their public services online shows that success is not just about technical aspects. It is based on the interaction between people, processes and technologies, and requires a strategy conceived within an interministerial framework, a regulatory and legal framework, quality and accessible content and the appropriate skills.Based on a survey report entitled "The digital transition, threat or opportunity for the use of social rights", commissioned by the regional directorate of Youth, Sports and Social Cohesion (DRJSCS) of Hauts-de-France, Hugo Grellié, Quentin Le Matt, Margot Valatchy, Vincent Caradec and Aline Chamahian raise the question of the double penalty for the most vulnerable users. " Yesterday perfectly autonomous to carry out their administrative procedures, many recipients of social benefits are now faced with social services that are only accessible online. The rate of non-use is likely to increase for this vulnerable group, which is less equipped and less skilled in digital interaction than the rest of the population.
In an interview, Marine Boudeau explains how digital accessibility has become a central issue in the reflections of new administrative services by central administrations. " Beyond the improvements we can make through technology and digital, we need to work more thoroughly on the design and language used for these procedures, which are often incomprehensible to users.
The third part gives the floor to several field actors who present practices and tools
How to reveal the territories where populations are most at risk of exclusion? Emma Ghariani, John Pons and Louis Rouget present the digital fragility index. Developed from indicators derived from the aggregation of public data, this tool is used to finely map the sub-populations at risk in a territory, which allows for better targeting of funds dedicated to digital mediation. Its flexibility makes it easy for local authorities to adopt.Fabien Wintrebert looks back at the experiment conducted by the Caisse d'allocations familiales du Nord around the digital fragility index, starting in September 2020. The CAF du Nord used the digital fragility index method, adapting it slightly to take into account the specificities of the Family branch's beneficiaries and its data system.
Emma Ghariani and Caroline Span draw lessons from the Solidarité numérique phone call platform, launched in the spring of 2020, in the midst of a lockdown, "While all public services were closed, 2,000 volunteer digital mediators responded to accompany the first callers of Solidarité numérique in their essential procedures: online food shopping, medical teleconsultation, home schooling, administrative procedures... Twelve months later, nearly 30,000 people had been accompanied in their daily digital uses.
Gérald Elbaze points out a number of unknowns concerning the actors of the accompaniment. That of " their ability to move from the "Here are the services I offer" approach to an analysis of the digital needs of the territory as the keystone of the construction of a service offer ". It is also about the capacity of all stakeholders to move towards more sustainable and durable models of financing and access to services.
How to assess, develop and certify digital skills? Marie Bancal and Déborah Dobaire describe the objectives and choices made by the Pix platform. " One of the main ideas behind Pix was to experiment with a transformation of users' experience of traditional assessment, experienced as an exam, thanks to a service in the true sense of the word whose strength was to combine assessment, development and certification of skills throughout life. Pix's first objective was to "make this assessment fun and friendly, while taking advantage of technological developments to make it more reliable, scientific and scalable.
Guillaume Lahoz looks back on the experience of the Pimms Mediation networks in urban or rural territories, in the priority districts of the city (QPV). " Thanks to the active presence of 520 socio-professional mediators, Pimms Mediation delivers a concrete response to the inhabitants and accompanies them towards a greater autonomy thanks to a relationship of proximity, trust, listening and dialogue". The national Pimms Mediation network assists approximately 600,000 people each year.
Using the example of the Pyrénées-Atlantiques departmental council, Aurélie Salin and Céline Jauriberry discuss the need to adopt a global approach to better understand the cross-cutting nature of skills and to achieve effective digital inclusion. "By integrating digital inclusion into its departmental plans, the Department has approached this issue in a complex way in the systemic sense of the term, by including it in an ecosystem of actors composed in particular of public service operators and all actors in the field of social action (Departmental Services of Solidarity and Integration (SDSEI), communal social action centers, social centers, local missions, charitable associations...) as well as support services (digital public spaces, public service centers, media libraries, training organizations, etc.).
Emma Ghariani highlights, based on the activity of these social centers in Nord-Pas-de-Calais during the confinement, the reinvention of digital mediation in the context of the health crisis. "If at the beginning of the pandemic, digital technology was an essential tool for maintaining professional coordination between social workers, it also proved to be very effective later on in developing local solidarity.
Contents
- Nicolas Grivel: A digital public service for all
- Anne-Claire Collier, Aurélie Tricot : Introduction
- Dominique Pasquier: Digital technology to test social fractures
- Nadia Kesteman: Access to public services: the action of the State, the Caf and public operators for digital inclusion
- Elie Maroun: Illectronism and illiteracy: the question of minimum skills to master digital tools
- Nadia Okbani: Reception of e-administration by professionals and mutation of social work
- Morten Meyerhoff Nielsen: Public services: a digital revolution in progress
- Interview with Marine Boudeau: "Developing digital public services that give confidence and trust
- Hugo Grellié, Quentin Le Matt, Margot Valatchy, Vincent Caradec, Aline Chamahian : The digital transition, a threat to the use of social rights by people in a situation of socio-economic insecurity
- Pierre Grelley: The platform state versus the state?
- Emma Ghariani, Johann Pons, Louis Rouget: The digital fragility index: data as a lever to understand the digitally excluded
- Fabien Wintrebert: The digital fragility index as a complementary tool for detecting Caf beneficiaries who are far from digital
- Emma Ghariani, Caroline Span : On the edge of the health crisis, digital mediation reinvents itself
- Interview with Gérald Elbaze "Responding to the massive social need for digital mediation with a sustainable economic strategy
- Marie Bancal, Déborah Dobaire: Assessing digital skills with Pix to build a path to digital inclusion
- Guillaume Lahoz: Pimms Mediation Network: integrating digital inclusion in the response to social emergencies
- Aurélie Salin, Céline Jauriberry: In the Pyrénées-Atlantiques, digital inclusion is approached through a network(s)
- Pierre Grelley: Fighting digitally against the effects of the pandemic: the proposal of social centers
Référence :
