One quarter of administrative procedures in France remained exclusively accessible in paper format in 2023, despite the widespread adoption of online portals. The legal obligation for digital accessibility, established by the 2005 law, is still not fully respected. The gap between the digital offering of public services and the actual ability of users to take ownership of these tools creates persistent inequalities. This structural gap raises questions about the effectiveness of current strategies and the exercise of fundamental rights.
The digitization of public services: overview, challenges, and recent advancements
The digital transformation of the French administration is progressing relentlessly, driven by ambitious policies such as Action Publique 2022 and the recovery plan. Looking at the figures from 2022, 83% of the most frequently requested administrative procedures were already available in digital format, placing France ninth in the OECD ranking. This leap forward is supported by the commitment of DINUM, which promotes data openness, while local authorities are embracing the dematerialization of procedures to modernize their services.
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In practice, digitization translates into tools such as France Connect, which allows for single authentication across a multitude of public services. Platforms like Impots.gouv.fr demonstrate how ergonomics and simplicity change the game for users: smooth procedures, centralized management, quick access to documents. On the administrative side, HR digitization is becoming widespread, where artificial intelligence is revolutionizing internal management under the watchful eye of GDPR and cyber-protection authorities like ANSSI.
However, obstacles remain persistent. The lack of digital skills, cultural barriers, and disparities in IT equipment multiply territorial and social inequalities. In the face of these challenges, public authorities are seeking robust and scalable solutions to ensure equitable access for all. A platform like Berger Levrault meets this need for support by providing tools designed to help local authorities successfully navigate the digital shift. To move forward, certain requirements must be met: transparency of procedures, human support, constant measurement of service quality, and citizen involvement in the redesign of administrative pathways.
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What impacts on access to rights and democratic vitality?
The emergence of digital technology is disrupting the relationship between citizens and the administration. For the majority, accessing their rights is now faster and simpler. However, the digital divide still distances millions of people from public services: according to COEPIA, nearly one in five French people encounters difficulties with digital use, and in 2021, one third of users abandoned an online procedure due to complexity or lack of support. In other words: fully dematerialized processes remain out of reach for many.
The Defender of Rights regularly emphasizes the danger of excluding those for whom access to digital technology is more of an obstacle course than a formality. Automation and the speed of procedures facilitate life for those who master the tools but sometimes widen the gap for others. To ensure no one is left behind, it becomes essential to offer tailored support, promote digital culture, and deploy mediation spaces everywhere.
Several pillars play a central role in establishing real trust between users and digital public services. The protection and security of personal data, clarity and transparency regarding procedures, ease of use, and the availability of human support. The GDPR outlines the legal framework, while local authorities strive to make each step more comprehensible. As for democratic vitality, it is assessed by the institutions’ ability to listen to feedback, adjust systems, and enable co-construction with citizens.
Some data helps to better measure the reality of this transition:
- 32% of French people abandoned at least one online administrative procedure in 2021
- The digital divide affects between 12% and 40% of the population
- The GDPR regulates the protection of personal information for each user
Digitization is forging ahead, but the balance remains delicate: giving everyone the opportunity to assert their rights also means envisioning an administration that leaves no one behind. The public service version of 2030: inclusive, transparent, and capable of adapting relentlessly. Who is truly betting on this vision for tomorrow?