Best practice Cases of the 4th Quality Conference for Public Administration in the EU
Marianne Charter (Charte Marianne)
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Country: |
France |
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Organisation: |
Ministry of the Economy, Finance and Industry, Directorate General for State Modernisation |
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www homepage: |
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Contact person: |
Marielle BREAS |
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Address: |
Ministère de l'Economie, des Finances et de l'Industrie Direction générale de la modernisation de l'Etat (DGME) Service Qualité et Simplification (SQS) 139 rue de Bercy (Teledoc 282) F- 75012 PARIS |
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E-mail: |
marielle.breas@dgme.finances.gouv.fr |
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Phone: |
+33 1 53 18 55 26 |
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Fax: |
+33 1 57 23 00 47 |
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Level: |
State |
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Sector: |
General administration |
Short description of the case:
The Marianne Charter aims at guaranteeing the quality of the reception in its various forms (welcome, reception, telephone, email, mail). It promotes values such as courtesy, accessibility, speed, clearness of the answers.
Main feature of the case:
- Developing and using the capacities and full potential of the personnel
- The satisfaction of customers and citizens
Key words:
front office service, customer satisfaction mesurement, external evaluation
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)