Background, general presentation of the operation The context for the provision of public benefits is evolving: the emergence of the Rouen Normandy Metropolis is changing the offer of services to the population and confirms the proximity role of the City; the advent of digital technology means that requests for simplified, rapid and dematerialised procedures are increasing, while the City of Rouen currently presents a real diversity in the organisation of services. The City of Rouen therefore wishes to question its modes of reception in order to evolve its relationship with users. All the city’s directorates are involved in this structuring project. It is indeed a question of setting up a global project to welcome users, through: — A User Information Centre, (CIU), intended to accommodate and then process or direct all requests addressed to the City by mail, email, telephone or visu; — Unique physical receptions (one at the Town Hall and one in each local town hall), intended to deliver simple services, regardless of the field of activity; coupled with a personalised reception (Hotel de Ville) for the delivery of complex, long services, requiring proven business expertise; — A portal/citizen account, an IT tool intended for the application and delivery of services in a dematerialised manner. This project requires setting up: — Dematerialisation of mail to optimise workflows and processing times – The implementation of an RCMP (Citizen Relationship Management) tool to record and track all requests – but also the deployment of hardware and room management software. For reasons of obsolescence of its management tool, the Direction des Temps de l’Enfant (DTE) has committed itself in 2014 to the redesign of its IT management system, and to the creation of an IT portal for families. This family portal represents the first “brick” of the future citizen account. It is therefore an integral part of the project to modernise the user relationship.