Project context
For several years, the City of Lyon has been pursuing an ambitious digital transformation: improving the quality of public services, modernising a heterogeneous application portfolio and ensuring a sovereign, secure and sustainable digital environment. In this context, it launched a structural overhaul of its DSITN (Information Systems and Digital Transformation Department).
The city structured its citizen relationship management (GRU) around a centralised multichannel setup, with the CRM as its pivot: a unified view of requests, full traceability of interactions and orchestration of processing between business departments.
The scope: citizen services
Citizen requests converge on the CRM from several channels (web forms via lyon.fr, in-person desks, contact centre, email) and cover a wide range of services: administrative procedures (income-ratio certificates, school enrolment, electoral rolls), urban services (public lighting, illegal dumping, graffiti), citizen services (lost property, public inquiries) and public-space management (terraces, works).
The framework contract initially covers the takeover of the applications dedicated to citizen services: school enrolment, extracurricular activities and, more broadly, services related to childhood and civic life.
A setup built on 6 pillars
Governance & steering
Structured committees (COPIL, COPROJ), commitment tracking (SLAs, backlog, velocity, incidents) and tooled steering (JIRA, dashboards).
COPIL & COPROJ
SLAs & backlog
JIRA & dashboards
Our other projects.
Ready to scale up your projects?
Our experts are ready to audit your strategy and identify your first AI acceleration levers.