France – Computer-related services – CARS2 - Renouvellement du Marché d’assistance DivNum - Marché pour les prestations de Conduite Assistance et Réalisation de la Supervision à la Division Numérique

- Optimised user satisfaction of the CARS platform:

- Simplicity and speed in incident resolution,

- User autonomy,

- Proactivity of support through a permanent innovation approach.

- Ability to deliver the service in a context of restructuring the support chain within UNITEP and the arrival of new uses;

- Rationalisation and cost reduction through the industrialisation of processes, automation of treatments and the consolidation of 5 contracts into one;

- Successfully establishing a responsible partnership with a social enterprise;

- Technological innovation.

For the future CARS2 market, the choice has been made to strengthen the operational and contractual scope:

- By improving the user experience through proactive assistance, rapid incident resolution and better consideration of business needs. To identify these needs, a review of current operations, an analysis of satisfaction surveys and an analysis of historical tickets have been conducted;

- By strengthening service quality, streamlining exchanges between business and IT teams, and establishing a lasting relationship of trust;

- By implementing Premium Services for a dedicated scope during a specific period;

- By calling upon more in-depth functional skills from the interveners;

- By expanding the existing application supervision by enriching it with all available IT data (performance, usage, business supervision, customer knowledge, etc.) to create a hypervision.