Question 17421 — utilities

Summary

Mr. Bruno Fuchs draws the attention of the Minister of Action and Public Accounts to the persistent dysfunctions between users and public services. There are numerous testimonies from several categories of users, retirees, associations, traders which show that the administration is not sufficiently attentive, very often unreachable, using forms without contact or telephone details. In In many situations, the administration adopts a peremptory and directive role or does not provide a clear answer to users' questions. Added to this is digitalization which certainly responds to the principle of mutability and therefore to issues of general interest, but can also alienate users from State services if support or the possibility of contacting an advisor becomes impossible. This situation goes against the two pillars of the ESSOC law, “trust and simple” and against the desire “to initiate a dynamic of transformation of public action by strengthening the framework of a relationship of trust between the public and the administration”. The objective of simplification and efficiency has not been achieved and the lack of readability is obvious. He asks him about the measures he intends to take to remedy this state of affairs and make the administration services compliant with the spirit and respect of the ESSOC law.

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