Implementation of Online Procedures: Identifying Expert Assistance
In France, the digital landscape is evolving, and resources are being made available to assist individuals who may struggle with online procedures due to a lack of equipment, digital skills, or digital stress.
The digital divide is being addressed head-on, with initiatives such as the Digital Citizenship Certificate. Launched in 2025 by l’Institut de l’Engagement in partnership with Orange and CNRS, this free, interactive training program aims to improve digital literacy among young people aged 12-15, covering digital mechanisms, data protection, misinformation, and responsible social media use. A broader version for all ages is expected by 2026 across the EU, fostering better understanding and confidence in digital environments, thereby reducing digital stress and skill gaps.
For those seeking to build skills in generative AI and digital careers, programs like GenIAles, initiated by Microsoft France and Simplon, specifically target women. These programs are fully funded, have no diploma requirements, and offer flexible in-person and online courses to improve digital competence and job opportunities. Personalized support from partners like Women in AI and Social Builder ensures these programs are accessible to diverse learners, helping combat digital exclusion and stress among women.
For complex procedures and administrative navigation, support mechanisms are in place, such as the model seen in regions like Umbria. External experts and administrative support help people navigate complex digital and administrative systems, with simplified templates, guidance documents, coaching, and more accessible processes reducing barriers for individuals and small organizations lacking dedicated digital resources or expertise.
Libraries and mediatheques play a significant role in digital inclusion, offering free access to computers for those lacking internet or electronic equipment access. They also provide specific workshops for those encountering difficulties with digital tools and services. In addition, France Services, established in 2021, has digital advisors throughout the country, numbering 4,000, ready to assist citizens in completing their procedures.
In some cases, the dematerialization of services has been detrimental to certain users due to insufficient equipment or difficulties in using digital tools and services. To address this, resources like Service Public, an official French administration website, provide guidance on administrative procedures and relevant information. Furthermore, many associations offer support to users in their procedures, with volunteers available during weekly workshops and for individual assistance.
The Carsat also offers a social assistant to meet in case of illness complicating the resumption of professional activity. France Travail, focused on job search procedures, provides computers and assistance for users, with no registration required for using digital equipment, except for procedures related to the agency.
Regrettably, approximately one-third of citizens have given up on completing online procedures due to various reasons such as internet outages, complexity, lack of help, or lack of access to a computer. However, with the numerous resources and support structures now available in France, the digital world is becoming a more accessible and inclusive space for all.
- The broadening Digital Citizenship Certificate program across the EU, incorporating all ages and structures, is strategically working towards enhancing general digital literacy, thereby reducing skill gaps and stress in various aspects of technology use.
- To foster inclusivity in education-and-self-development segments, such as generative AI and digital careers, programs like GenIAles, supported by Microsoft France and Simplon, target women in need of funding, flexible courses, and personalized support, ideal for diverse learners seeking to build their digital competence and career opportunities.