CitéLibre Agenda - Paris
Paris (France)
Agenda is a digital web service from the CitéLibre pack which provides a powerful and fully customizable appointment booking system.
In a few clicks, the administrators can set the agenda of a public reception service according a few parameters such as the opening hours and days, the mean duration of an appointment and the number of people that can simultaneously be greeted to process their requests. The system will automatically generate all the availabilities to be displayed to the citizens.
A workflow system is also available to help administrators set notifications, such as: confirmations, automatic reminders (by email or SMS) and links to update or cancel the reserved slots with the possibility to reuse submitted information for a more personalized communication.
Depending on the administration and/or the targeted audience specific needs, administrators of the platforms can activate options such as: the required fields to fill to book an appointment, enable a connection to a CRM system, display a location map of all availabilities in real time, edit all displayed texts to support the users in their experience of the service, and many more.
For the past eight years of the service running, the municipality has implemented more and more agenda types, supporting now more than 350 agendas within all operational departments of the city of Paris, like, for example: ID documents renewals, lawyer consultations, social assistance, parking card requests, childcare registration, etc.
Link: An implementation of this service can be found here (the url field on the right does not support arguments)
Video (seems to be restricted for embed)
The incentives for users to employ this digital service are the following: users are increasingly making use of the online appointment booking tool on a growing range of available calendars, thanks to a consistent interface that has now become familiar to users.
For those who do not have access to a personal computer, a team of digital facilitators helps them with the online process.
The statistics tools employed by the administration enable decision making to help the services scale depending on the user's flow. Moreover, administrators can benefit from a unified interface allowing them to work on any agenda. Real-time follow-up of the usage and capacity increases the benefits of the service, allowing for a monitoring system of the service.
The impact on users is positive, too: citizens can use the service 24/7 and they have the guarantee of being received when visiting the administration.
Some tools developed with Lutece have been in place for 20 years. The development team constantly relies on users' feedback in order to maintain the functionalities and to adapt the usability according to the projects and their audience.
