Context, familiarisation and preparing the research
We are commissioned by Bordeaux Métropole to provide ergonomics support.
This major change in the institutions calls for approaching the issue from several angles: the working arrangements that will evolve, the processes that will be optimised, and the equipment and ergonomics of the workstations that will have to evolve to guarantee that a quality service is maintained.
Our engagement sits within a rich and complex business context: the project therefore starts with a familiarisation phase. We take stock of the Urba Smart project documentation, the documentation specific to the roles involved, and the work carried out beforehand.
Field study: meeting the roles impacted by the paperless service
We can now move on to the field study.
Building on Bordeaux Métropole’s objectives, we define an observation and interview protocol and validate it with the project team. Three main site types are visited:
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Type 1: 4 territorial hubs of the Métropole
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Type 2: 2 cities that have pooled processing with Bordeaux Métropole
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Type 3: 4 municipalities covered by an agreement that have pooled the IT system with Bordeaux Métropole, but not the processing
For each visit, conversations with the heads of service took place in each of these sites. For the Métropole’s territorial hubs, individual interviews with different profiles were carried out: front-desk staff, case handlers, control officers, support staff, architects, lawyers all made themselves available to talk with us.
The paperless-service product backlog
A phase of aggregating the field-study data and producing recommendations
For each finding, direct quotes are listed and recommendations are made based on the needs identified.
The observation and interview data are aggregated along four macro-themes: data on the “process”, on “working equipment”, on “working arrangements” and on the “training to plan for”.
The findings are categorised by “targeted role” (for instance: heads of service, case handler, front-desk staff, elected officials…); “physical environment” (office, public-reception area, remote workstation…) or “digital” (IT system); “specific context” (territorial hubs, pooled cities, non-pooled cities).
A complete report presenting the results of the research carried out and the recommendations considered is presented to the Urba Smart project team at Bordeaux Métropole.
A priority level (desirable/important/critical) and a complexity level (simple/moderately complex/complex) are assigned to each recommendation, signalled by a colour code.