Context
In a context of diversifying activities, the client wishes to establish itself as a key player in social and digital inclusion. To achieve this, it wants to test a new project that combines three channels: home-based services, physical reception points, and an innovative mobile presence that would travel to more isolated communities.
Alongside their work, the agents involved are trained to: identify individuals in situations of digital vulnerability, inform them about existing support mechanisms (France Services) and redirect them to the nearest France Services.
Objective
To frame and secure the operational launch of the experiment in order to test the relevance and feasibility of a new social and digital inclusion scheme in five departments.
The mission aimed to define the operational and economic model of the project, to coordinate local stakeholders, to prepare the agents involved and to put in place the conditions necessary for the evaluation of its impact and its possible deployment on a larger scale.
Our approach
The process unfolded in several stages:
1/ Validation of the project with investors (concept of the offer, choice of departments for experimentation, etc.) and regular reporting
2/ Creation of a business plan to estimate and track costs and their projections
3/ Defining the scope of the projects, identifying the stakeholders to be mobilized, and the necessary resources to be provided (information materials, training, etc.).
4/ Animation with the five selected departments: coordinate the selection of locations and participants in the experiment, in particular with the creation of dynamic maps of the service offer by department (distribution of France Services, distribution of forms of customer presence, etc.).
5/ Project valorization: language elements highlighting the strategy and anchoring of the project (mission-driven company, general interest, outreach approach); Commissioning of an impact study from AFNOR and framing of the certification project of the approach.
Results
- 5 test departments selected, 5 yellow trucks put into service
- More than 70 factors and 50 points of contact mobilized.
- 1 e-learning course for all participants explaining: the purpose of the experiment and the expectations of this new mission of general interest, the concept of France Services, the challenges of the fight against the digital divide in France.
