Name in original language
Services Publics+ : utiliser l’IA pour améliorer la qualité des services publics et les rendre plus humains
Initiative overview
The French Government’s Services Publics+ (SP+) programme is a nationwide initiative designed to restore the fundamentals of public service and improve the daily experiences of 45 million citizens interacting with 2.5 million public servants. Historically, citizens have faced frustrations such as long wait times, complex forms, and a lack of transparency. To resolve these issues and leverage the capabilities of emerging technologies, the Government has integrated generative AI into the SP+ platform—specifically through its citizen feedback feature, "Je Donne Mon Avis" (I Give My Opinion). This transforms how user feedback is collected, analysed, and actioned across major public services, from police stations to social benefit desks. The primary objective is to drive continuous improvement at all contact points, making services more efficient while freeing up civil servants to focus on strategic, high-value tasks.
To achieve this, the initiative deploys three core AI components: speech-to-text capabilities to ensure accessibility for mobile users, individuals with disabilities, and those facing digital illiteracy; automated drafting assistance that provides civil servants with proposed responses to citizen feedback, which they can easily review and refine before sending; and real-time semantic analysis of user feedback across the public services, creating summaries that detect weak signals, pinpoint administrative difficulties, and suggest concrete action plans. These summaries can also be generated for a specific irritant.
These technological integrations are already demonstrating measurable value. The initiative currently yields three main benefits: improving public satisfaction and civic engagement; streamlining service delivery by reducing the time civil servants spend on trivial or repetitive tasks; and reducing response times to make the administration more agile. As the programme matures, the key challenge for the Government is comprehensively assessing and quantifying the long-term impact these AI tools have on the actual quality of service experienced by both users and civil servants.
Looking forward, the initiative is set to scale by deeply institutionalising these AI insights into both local governance and public transparency. The AI-generated feedback summaries will soon be provided directly to local préfets (State representatives), enabling them to closely monitor and quickly resolve specific bottlenecks within their départements. Additionally, these overviews will be made publicly available, giving the general public a transparent, aggregated view of what their fellow citizens think about each public service. This evolution is intended to ensure a continuous, transparent loop of civic feedback and administrative modernisation.
