Accenture's fifth annual global e-government study

France
2004 Rank: 8
2003 Rank: 12
2002 Rank: 12
Vision introduced:
Vision title:
2004 (update of original
1998 strategy)
ADELE (ADministration
ÉLEctronique)
Vision summary: To inform citizens and users,
to simplify administrative steps, to modernize
administration work, to guarantee rights of users
and citizens, and to support the development of
communication and information technologies.
Regular Internet users (percent of population):
29.91 percent
Regular Internet users who have ever visited an
eGovernment site: 85 percent
France
France made a marked advance in the 2004 rankings,
moving from 12th to eighth place. This improvement
results from steady progress in various areas,
reflected by the country’s increases in both its
overall service maturity (10 percent increase) and
customer relationship management maturity
(15 percent increase) scores.
French eGovernment now covers a large scope
of services that reach a high level of maturity.
The gateway to the French administration,
www.service-public.fr, has become a benchmark,
hosting 2 million visits a month by October 2003.
Individual agencies are enjoying notable successes
as well. For example, the Ministry for the Economy,
Finance and Industry received more than 600,000
income tax return forms filed online in 2003—five
times more than in 2002. In the health area, the
SESAM-Vitale system enables health professionals to
create and forward electronic forms directly to the
patient’s public health insurance center, thanks to
50 million “cartes Vitale” distributed to French citizens.
In December 2003, approximately 176,000 health
professionals used the system and, on average,
16.5 million electronic forms were received each
week—20 percent more than in December 2002.
The government developed the functionality of its
main portals and added customer relationship
management services on different channels. In
November 2003, the former secretary of state
for the State Reform launched “Allo Service Public,”
which provides information and guidance on public
services and administrative procedures through a
single national telephone number (3939). As a result
of its successful pilot, the service will be extended
to the entire country during 2004. Welfare services
were developed, such as www.anpe.fr, where the
unemployed can check job advertisements, submit
their curricula vitae and receive offers. They also
can update their employment situation monthly
on www.assedic.fr.
Other new online services were provided to French
citizens, such as www.amendes.gouv.fr to pay
fines online. In the education area, candidates
can now apply to preparatory classes online at
www.admission-prepas.org. Online voting has been
successfully tested with the Conseil Supérieur des
Français de l’Etranger election, and several French
cities will use kiosk voting for the next European
Union election in June 2004.
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