1. Why the emergence of public-sector-specific standards?

Born in 2000, the Qualiville standard is the fruit of collaborative work between the CNFPT, local authorities, the Centre interdépartemental de gestion de la Grande couronne and consumer associations. When it was last revised in 2017, it became "Qualivilles".

The Marianne standard was first introduced in 2005 (under the name "Marianne Charter"). It was last revised in 2016.

In the past, service commitment frameworks were reserved for the private sector. They developed in the public sector in response to a new context marked by :

• technological developments (soaring household equipment rates, development of the Internet, deployment of multi-channel offers);

• economic and social changes (weakened job market, more nomadic lifestyles, reform of local authorities...