{"id":17955,"date":"2023-12-14T14:30:11","date_gmt":"2023-12-14T14:30:11","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=success-story&#038;p=17955"},"modified":"2026-03-30T10:26:31","modified_gmt":"2026-03-30T09:26:31","slug":"madrid-digital","status":"publish","type":"success-story","link":"https:\/\/odigo.com\/fr\/success-story\/madrid-digital\/","title":{"rendered":"Madrid Digital"},"content":{"rendered":"    <section\n        class=\"  section article-body success-story-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<h1 class=\"wp-block-heading\" id=\"h-madrid-digital-ameliore-l-experience-citoyen-en-accelerant-la-digitalisation-avec-odigo\"><strong>Madrid Digital am\u00e9liore l&rsquo;exp\u00e9rience citoyen en acc\u00e9l\u00e9rant la digitalisation avec Odigo<\/strong>&nbsp;<\/h1>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Madrid Digital am\u00e9liore les exp\u00e9riences des Madril\u00e8nes avec Odigo\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/qo1Nes_HSPc?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-le-contexte\">Le contexte<\/h2>\n\n\n\n<p>Madrid Digital est l&rsquo;agence responsable de l&rsquo;administration num\u00e9rique de la Communaut\u00e9 de Madrid. Elle d\u00e9pend du Conseil d&rsquo;administration locale et de digitalisation. Partenaire technologique de la Communaut\u00e9 de Madrid, elle l&rsquo;accompagne dans ses initiatives de num\u00e9risation et de transformation num\u00e9rique des services publics propos\u00e9s aux citoyens.&nbsp;<\/p>\n\n\n\n<p>Sa mission consiste \u00e0 promouvoir la num\u00e9risation de la Communaut\u00e9 de Madrid gr\u00e2ce \u00e0 une gestion efficace des ressources, une innovation technologique continue et un leadership dans la mise en \u0153uvre des changements. Elle fournit des services, des produits et des plateformes technologiques qui r\u00e9pondent aux besoins des citoyens, des entreprises et des employ\u00e9s de la Communaut\u00e9 de Madrid de mani\u00e8re simple, rapide et s\u00fbre.&nbsp;<\/p>\n\n\n\n<p>En raison de la diversit\u00e9 des besoins, Madrid Digital propose trois groupes de services organis\u00e9s par cat\u00e9gories. <strong>Ces trois groupes sont les suivants : l&rsquo;Assistance aux citoyens, l&rsquo;Assistance aux utilisateurs de la carte de s\u00e9curit\u00e9 sociale et le Centre de services, con\u00e7u pour aider les fonctionnaires de la Communaut\u00e9 de Madrid \u00e0 utiliser les services TIC.<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Juan Ram\u00f3n Palomino<\/strong>, responsable de la Direction des services multicanaux et de l&rsquo;exp\u00e9rience utilisateur chez Madrid Digital, est charg\u00e9 de l&rsquo;assistance et du support aux fonctionnaires de la Communaut\u00e9 de Madrid pour les services TIC.&nbsp;<\/p>\n\n\n\n<p>Madrid Digital a choisi Odigo pour migrer vers une <strong>solution cloud<\/strong> avec <strong>rapidit\u00e9<\/strong> et <strong>efficacit\u00e9<\/strong>. Son objectif \u00e9tait de fournir des services de fa\u00e7on plus flexible \u00e0 la fois aux agents et aux citoyens.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">M\u00e9triques cl\u00e9s<\/h2>\n\n\n\n<p>250 agents r\u00e9pondent aux besoins des citoyens et leur proposent un large \u00e9ventail de services.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Le d\u00e9fi<\/h2>\n\n\n\n<p>Afin de r\u00e9pondre de mani\u00e8re encore plus satisfaisante aux besoins des citoyens, Madrid Digital s&rsquo;\u00e9tait fix\u00e9 plusieurs objectifs. Le but principal \u00e9tait <strong>de disposer d&rsquo;un canal voix,<\/strong> mais aussi <strong>de mettre en place<\/strong> rapidement une solution cloud en minimisant les bugs. <strong>Il s&rsquo;agissait \u00e9galement de cr\u00e9er une relation fluide et de proximit\u00e9<\/strong> avec les utilisateurs, <strong>d&rsquo;am\u00e9liorer<\/strong> <strong>le service aux citoyens<\/strong> et <strong>d&rsquo;harmoniser l&rsquo;ensemble des syst\u00e8mes informatiques.<\/strong>&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">La solution<\/h2>\n\n\n\n<p>Gr\u00e2ce \u00e0 la solution d&rsquo;Odigo, Madrid Digital propose r\u00e9ponse <strong>agile<\/strong> aux citoyens ou aux utilisateurs, permettant de r\u00e9soudre l&rsquo;incident ou d&rsquo;obtenir une r\u00e9ponse \u00e0 leur demande d\u00e8s le <strong>premier contact<\/strong>. Les utilisateurs ou les citoyens peuvent solliciter Madrid Digital par l&rsquo;interm\u00e9diaire de <strong>diff\u00e9rents canaux<\/strong>.&nbsp;<\/p>\n\n\n\n<p>La solution a \u00e9galement permis de <strong>mettre en place des messages <\/strong>qui informent \u00e0 la fois les citoyens et les utilisateurs des nouveaut\u00e9s du service et des campagnes de communication. Ils offrent en outre toute une s\u00e9rie de fonctions leur permettant d&rsquo;obtenir des renseignements sans avoir besoin de contacter un agent.&nbsp;<\/p>\n\n\n\n<p>Le prochain objectif de Madrid Digital est d&rsquo;am\u00e9liorer certaines fonctionnalit\u00e9s : disponibilit\u00e9 du tableau de bord en temps r\u00e9el, int\u00e9gration d&rsquo;autres canaux tels que l&rsquo;e-mail ou le chat \u00e0 la plateforme et int\u00e9gration d&rsquo;Odigo\u2122 \u00e0 la plateforme de g\u00e9n\u00e9ration de tickets. Puis ensuite, il sera question de l&rsquo;int\u00e9gration de solutions d&rsquo;intelligence artificielle et de CRM pour optimiser l&rsquo;efficacit\u00e9 du service.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Les avantages<\/h2>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n<section class=\"section section--grid-images undefined\" class=\"wp-block-odigo-blocks-three-col-grid-with-image\"><div class=\"container\"><div class=\"row\"><div><div class=\"row row-boxes\"><div data-box=\"0\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2023\/12\/ecosystem-grey.png\" alt=\"Personalization - Madrid Digital testimonial\"\/><\/div><span class=\"box-title\"><strong><strong>Personnalisation<\/strong><\/strong><\/span><p>Pouvoir fournir des services mieux adapt\u00e9s aux utilisateurs et aux citoyens par l&rsquo;interm\u00e9diaire de diff\u00e9rents canaux.<\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2023\/12\/certification-grey.png\" alt=\"stable-platform-madrid-digital-testimonial\"\/><\/div><span class=\"box-title\"><strong>Plateforme robuste et stable<\/strong>\u00a0<\/span><p>La solution Odigo\u2122 fournit aux agents de Madrid Digital des outils intuitifs qui leur permettent de travailler plus efficacement.\u00a0<\/p><\/div><\/div><div data-box=\"2\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2023\/12\/omnicanal-grey.png\" alt=\"Callback function - madrid digital testimonial\"\/><\/div><span class=\"box-title\"><strong><strong>Fonction de rappel<\/strong><\/strong><\/span><p>Odigo permet \u00e0 Madrid Digital d&rsquo;utiliser la fonctionnalit\u00e9 de rappel. Lorsqu&rsquo;un utilisateur ou un citoyen souhaite contacter Madrid Digital mais que son appel ne peut \u00eatre transmis parce qu&rsquo;il n&rsquo;y a pas d&rsquo;agents disponibles, il peut alors opter pour l&rsquo;option de rappel. Il est alors recontact\u00e9 ult\u00e9rieurement par un agent qui l&rsquo;aide \u00e0 r\u00e9soudre son probl\u00e8me.<\/p><\/div><\/div><div data-box=\"3\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2023\/12\/immersion2-grey.png\" alt=\"Redudancy system - madrid digital testimonial\"\/><\/div><span class=\"box-title\"><strong>Syst\u00e8me de redondance<\/strong><\/span><p>Pouvoir fournir le service de mani\u00e8re distribu\u00e9e. Les agents peuvent travailler en effectifs complets ou partiels, sur site ou en \u00e9quipes dispers\u00e9es g\u00e9ographiquement, en t\u00e9l\u00e9travaillant \u00e0 domicile ou dans d&rsquo;autres lieux.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\t<section class=\"section section--company-info\">\n\t\t<div class=\"container\">\n\t\t\t<h2 class=\"wp-block-heading\">\n\t\t\t\t\u00c0 propos de l&#039;entreprise\t\t\t<\/h2>\n\t\t\t<div class=\"row\">\n\t\t\t\t<div class=\"row company-info-top\">\n\t\t\t\t\t<div class=\"col-md-3\">\n\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2024\/01\/MadridDigital-logo-success-story-1.png\"\n\t\t\t\t\t\t\talt=\"Madrid Digital logo\" \/>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-9 company-info-main\">\n\t\t\t\t\t\tMadrid Digital est une organisation qui vise \u00e0 \u00eatre le principal agent de la transformation num\u00e9rique de l&rsquo;Administration de la Communaut\u00e9 de Madrid gr\u00e2ce aux solutions TIC. Ses activit\u00e9s sont vari\u00e9es et consistent \u00e0 orienter les citoyens et \u00e0 promouvoir la transformation num\u00e9rique de la Communaut\u00e9 de Madrid. Les services de Madrid Digital englobent la strat\u00e9gie des solutions TIC, les services li\u00e9s \u00e0 l&rsquo;environnement des stations de travail num\u00e9riques des utilisateurs, les syst\u00e8mes d&rsquo;information, l&rsquo;apprentissage num\u00e9rique, les infrastructures et les communications TIC dans les centres, la s\u00e9curit\u00e9 des TIC et l&rsquo;assistance et le support multicanal.\n\t\t\t\t\t\t<div class=\"company-info-link\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-3 company-info-side\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"label\">Industry: <\/div>\n\t\t\t\t\t\t\t<div class=\"value\">Public Sector<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"label\">Markets: <\/div>\n\t\t\t\t\t\t\t<div class=\"value\">Spain<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/section>\n\t","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":5695,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":"5"},"tags":[53],"region":[169],"industry":[160],"topic":[],"class_list":["post-17955","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","tag-clients-quote","region-spain","industry-public-sector"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Madrid Digital et Odigo am\u00e9liorent l\u2019exp\u00e9rience des citoyens<\/title>\n<meta name=\"description\" content=\"Dans ce t\u00e9moignage, Madrid Digital met en avant les avantages d&#039;un service fiable, du choix de canal et de la personnalisation pour les citoyens et les fonctionnaires.\" \/>\n<meta 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