Public Sector, collectivities & Citizen Services
Key Trends and Transformations in Your Sector
Enhancing Service Quality
Citizens expect public services to be accessible, fast, transparent, and efficient—on par with the private sector. User satisfaction is becoming a key performance indicator for public administrations.
Personalized User Relationships
To bridge the gap between public and private sector experiences, citizens increasingly seek individualized services: personalized follow-up, access to their history, and tailored recommendations. This requires improved data management and a deeper understanding of users.
Trust and Transparency
The relationship with users is built on trust: clear procedures, respect for deadlines, and protection of personal data. Institutions must also be accountable for their actions and results.
Accessibility and Inclusion
Public services have a mission of universality—they must be accessible to all, including the elderly, people with disabilities, or those less familiar with digital tools. This requires maintaining effective physical or telephone channels.
Digital Transformation of Services
The growth of online services (e-administration) compels institutions to rethink their communication channels (web portals, chatbots, secure messaging, etc.). The challenge is to make services simpler, available 24/7, and accessible to all, including the less digitally connected.
Complaint Management and Citizen Feedback
User feedback, suggestions, or complaints are valuable sources for continuous improvement. Building a true culture of listening and co-creation with citizens is a major objective.
Our Approach
Armatis is your specialized, experienced partner, holding all the necessary certifications to guarantee operations that meet the highest standards—leveraging people, technology, and data.
Putting people at the heart of digital transformation
Turning regulatory constraints into opportunities for trust
Enhancing every interaction to deepen the relationship and user knowledge
Key Figures Shaping the User Relationship
7
out of 10 French citizens want online public services to be clearer and more accessible.
61%
of users consider telephone support essential for certain procedures.
43%
of French people have abandoned an online administrative process due to lack of clarity.
55%
of local authorities use service providers to manage part of the user relationship.
1
in 3 citizens is ready to use a chatbot for simple first-level responses.
91%
of public sector employees consider support for change essential for successful digital transformation.
Our Commitments and Points of Pride to Ensure Your Performance
Top 5% of companies for CSR performance.
International standard guaranteeing information security.
Recognition of the highest level of societal engagement.
Proactive compliance with new European cybersecurity requirements.
Ensures a compliant, secure solution directly accessible to public sector organizations.
Case Studies: Measurable Results
Comment réussir l’externalisation de la Relation Client Banque par BNP Personal Finance ?
Comment un leader du retail optimise l’expérience client premium grâce à l’innovation et à l’omnichannel
Au coeur de l-expérience Client eSky
eSky: How customer relations and strategic outsourcing drive global travel success
Our Tailor-Made Solutions for the public sector
Omnichannel Customer Service
Phone, email, chat, messaging, and social media—handled by advisors trained in both the emotional and regulatory challenges of the sector.
Sales & Portfolio Management
Acquisition, loyalty, upselling, and portfolio monitoring—driven by behavioral data insights.
Technical Support & Helpdesk
Level 1 and 2 support for your banking applications, insurance platforms, and digital tools.
Middle & Back-Office Management
KYC, document verification, processing of complex cases, and compliance with IDD/AML-CFT regulations.
Debt Collection
Amicable and pre-litigation recovery strategies, empathetic dispute management, and guaranteed PCI DSS compliance.
Trust & Safety
KYC and KYB processes, fraud prevention, moderation of sensitive content, and compliance with GDPR and eIDAS standards.
