5. What can we expect to gain from this approach?

Certification of reception quality is more often motivated by the expected internal gains, than by the possibility of communicating with users. In fact, depending on the method adopted, this type of approach can have a positive impact on the following aspects:

• mobilizing agents around a common project ;

• transversality, decompartmentalization, harmonization of practices ;

• deploying a culture of continuous improvement and customer relations;

• enhancing the value of our employees' work (using certification as a lever for management and motivation).

As a result, the approach also responds to central issues for public services today: issues of efficiency, effectiveness and quality of working life.