CAF told AFP that telephone requests to public services increased significantly due to the pandemic (+30% between 2019-2021) and exceeded 42 million in 2022.
A survey by the French magazine “60 million de consommateurs” (60 million consumers) showed that “very often” citizens who try to contact public services in France by phone do not get a result, either because the calls go unanswered or because the information they receive turns out to be inaccurate.
“At what age can I retire?”
“How do I get a healthcare card?”
Obtaining information or explaining the prescribed procedure looks like a “battlefield” for citizens who are unfamiliar with or do not have access to the internet, according to a magazine survey that drew on data from the Ombudsman.
Although the digital transformation of public services is accelerating, problems remain: 15% of French people do not have access to the internet from home, while 28% do not consider themselves able to carry out a transaction with the Government electronically – even if it is for young people, research highlights.
From September 26 to November 10, 2022, 1,532 calls to public services were recorded by citizens belonging to one of the following three categories: a) someone who does not have access to the internet, b) someone who has access to the internet but does not know well the French language c) an elderly person with internet access.
Public services related to Health Insurance gather the highest percentage of dissatisfaction.
Of 302 phone calls made, 72% went unanswered (three unsuccessful attempts, after waiting at least five minutes), 22% received “an acceptable answer” and less than 5% felt they received “accurate answers”.
At the Family Benefit Fund (CAF) 54% of the 408 phone calls were not answered. Of those lucky enough to get in line, most weren’t lucky enough to get satisfactory answers: sometimes because an employee referred them to a website. Some employees suggested scheduling an appointment at the service or mailing a document.
CAF told AFP that telephone requests increased significantly due to the pandemic (+30% between 2019-2021) and exceeded 42 million in 2022.
For the Employment Center the picture is better. 84% of calls were answered, even if the information provided was not always satisfactory.
Regarding pensions, 72% of phone calls to the Social Security Agency were answered. Surprisingly, however, in the majority of them answers even for the retirement age were considered insufficient.
RES-EMP
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With a wealth of experience honed over 4+ years in journalism, I bring a seasoned voice to the world of news. Currently, I work as a freelance writer and editor, always seeking new opportunities to tell compelling stories in the field of world news.
