Un «baromètre» pour mesurer la qualité des services publics

Renouveler ses papiers, être pris en charge rapidement aux urgences et efficacement lors de la déclaration d’une agression… Le ministre français du Budget, Éric Woerth, veut que les Français soient satisfaits de leurs services publics. Et pour cela, il souhaite mesurer leur efficacité. Le député François Cornu-Gentille, chargé d’une mission sur le sujet, propose non pas de regarder à la loupe les 1 178 (!) indicateurs existants reflétant la qualité des services publics, mais de se concentrer sur quelques événements de vie qui impliquent une relation avec l’administration. Combien de services sont capables de délivrer un passeport en moins de deux semaines ? Quelle est la part de chômeurs recevant au moins une proposition d’emploi ou de formation tous les deux mois ? Quel est le taux de fiabilité des relevés de retraite ? Éric Woerth a annoncé hier que l’État se doterait dès cet été d’une sorte de « baromètre » de qualité, qui évaluera en outre les temps d’attente à l’accueil, les délais de traitement des démarches, la possibilité de déposer une réclamation. Et pour éviter de froisser les fonctionnaires, ces derniers pourraient bénéficier d’un « intéressement collectif qui tienne compte d’indicateurs de qualité de service ». (Le Figaro-04.03.2010.)

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