Thionville and Maarch work together towards the Marianne label

Thionville is a city in the Grand Est region of France. With just over 40,000 inhabitants, it is the second-largest city in the Moselle department (57). For more than 10 years, the City of Thionville has trusted Maarch for its electronic document and mail management.

The City has observed that its work is changing. Its main concern is to seize opportunities to better meet the many expectations of residents, within a new context that is both technical and regulatory.

The certification process allows it to embed service quality improvement as a shared objective across departments, and to showcase the efforts made by staff around a renewed range of services.

Rolling out Maarch Courrier version 18.04, complemented by a dashboard of indicators, gave it a controlled and measurable document management process, readable by both staff and elected officials — essential to running a service quality policy.

The Marianne monitoring dashboard is a comprehensive, relevant and effective tool.

It can be placed directly in the hands of managers and integrated into the department’s activity monitoring dashboard: the dashboard connects to the Maarch Courrier application via a user login/password, and imports the relevant data selected through a Web Service.

Elements put in place during this project:

• Systematic recording of processing deadlines for every type of mail;
• A review of the timing and triggers for alerts, reminders and notifications;
• The creation of a dedicated administrative workflow for electronic requests, and for incoming electronic mail in general, automatically feeding the GEC;
• Building, thanks to Thionville’s expertise, a Marianne monitoring dashboard directly connected to the Maarch Courrier application;
• Advanced training for functional administrators and users, to walk them through the new version and raise awareness of the new procedures.

The project in a few figures

• 16 days of meetings (1 meeting per week, over 4 months, the total duration of the project)
• 30 days dedicated to the technical side (configuration, installation and design)
• 10 days of training
• 4 Maarch experts
• 4 local authority staff (IT, legal, general secretariat, and mail processing/quality management managers)