A Diversified Strategy To Modernize A Public Service By Associating Users: The Case Of The Caf (Family Allowances Organization) Yvelines (Ile-De-France).

The 101 CAF (Family Allowances Organizations - Caisses d'Allocations Familiales) correspond to one of the four parts (Family) of the French National Social Security (Securite Sociale) created in 1945. These CAF constitute a network managed by the CNAF (Caisse Nationale d'Allocations Familiales). The different CAF have some possibility of local experiments, particularly in their relations with their users. We first discuss the different words employed for people using their services: "users" (usagers), "recipients" (allocataires), "consumers" (clients). We prefer "citizens" (citoyens) or users-citizens in a co-production of services perspective of "daily innovation". We will analyze the decisive choice of the Yvelines CAF (Ile-de-France Region) to maintain a "multichannel" approach for reception of users: physical (appointment in desks), telephone and internet via the platform "caf.fr" outlining the cooperations with local associations and proximity organizations to develop the involvement of "users-citizens".