Photo par U.S. Fish and Wildlife Service - Midwest Region via Flickr (CC PDM 1.0)In short:
- Digitising a form does not digitise the processing it triggers: if that stays manual, the delay does not move.
- An online procedure with no quick answer adds a channel instead of removing one, because the user calls back or visits.
- The order of digitisation matters: start with high-volume procedures that have standardised processing.
- The useful indicator is the share of cases completed without further contact, not the number of forms opened.
The first factor: the processing behind
An online procedure has two halves. The first is visible: the form. The second is not: the handling of the case by a member of staff. Digitisation most often covers the first only.
The effect on channels
When the delay does not change, the user follows up. They call, they visit, or they start again. The authority then finds itself handling the digital channel in addition to the counter and the phone.
The second factor: the order of digitisation
Procedures are not equal. Some account for most of the counter volume, others are rare. The order in which they go online determines the real effect.
| Type of procedure | Volume | Processing | Expected effect |
|---|---|---|---|
| Frequent and standardised | High | Repeatable | Strong |
| Frequent and complex | High | Case by case | Moderate |
| Rare and standardised | Low | Repeatable | Weak |
| Rare and complex | Low | Case by case | Very weak |
Knowing that volume requires having the reasons for contact, data that rarely exists in a usable form before a territorial data platform centralises it.
The indicator that counts
The number of online services opened measures internal activity, not a result. The useful indicator is the share of cases completed without further contact.
A neighbouring case
The same logic applies to the management of public space: parking supervision only produces an effect if the data collected feeds a decision. That is the common thread of every smart territory project.
Frequently asked questions
Why do online procedures at town halls plateau?
Because putting a form online does not remove the work it triggers behind the scenes. A digitised procedure whose processing remains manual produces the same delay as the counter, and a user who gets no quick answer ends up calling or visiting, which adds a channel instead of removing one. The second factor is scope: the most frequent procedures are not always the ones digitised first. Take-up then plateaus even as the number of online services grows.
Which procedures should be digitised first?
Those that concentrate the most counter volume and whose processing is the most standardised. A rare, complex procedure brings little once digitised, because it is still handled case by case.
How do you tell whether an online procedure works?
By looking at the share of cases completed without further contact, not at the number of forms opened. A form started then abandoned, or followed by a phone call, signals a problem with the wording or the documents requested.