Question 6174 — public services

Summary

Mr. Laurent Alexandre alerts Mr. Minister of Regional Planning and Decentralization François Rebsamen on the reduction in credits allocated to digital advisors in France Services houses planned in the PLF 2025. However, around 20% of the country's population encounters difficulties with digital tools. This intergenerational phenomenon is not limited only to the elderly. At a time when the dematerialization of services public is accelerating, supporting people in difficulty with digital technology is more than necessary, so as not to leave anyone behind. However, the reduction in these credits threatens the sustainability of these positions and goes against the needs of the populations. To this end, he reminds him of the recommendations of Ms. the Defender of Rights who alerted in an activity report of April 2023 on “the forced march dematerialization” of public services. The 30% reduction in credits allocated to digital inclusion, which goes from 67 million to 47 million euros in the 2025 PLF, seems to ignore the real inequalities of access between users. It further weakens citizens unfamiliar with the use of digital technology and those living in rural areas, where public services are increasingly far away. The function of digital advisor is therefore essential in France Services houses, in the absence of more ambitious systems. More broadly, maintaining physical counters is the best way to satisfy requests, particularly the most complex. In 2024, 82% of them were registered on the first visit, thanks to human contact. This measure also harms local authorities which finance on average 60% of a digital advisor position. They find each other faced with an impossible choice: accept the disappearance of positions or compensate for the disengagement of the State, despite increasingly constrained budgets. There is a great risk of seeing the digital divide strengthen, particularly in territories where it is already evident. Thus, he wishes to know his intentions and commitments in terms of access to public services and digital inclusion. He asks him if he can guarantee the sustainability of all digital advisor positions in France Services houses so as not to further worsen access to public services for all users or increase the burden on communities.

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