Ville de Lyon

Ville de Lyon, the third largest city in France, has improved the quality of its municipal communications and data collection by using Selligent to digitize and automate official messages for half a million citizens.

Company

Ville de Lyon

Industry

Other

Website www.en.lyon-france.com/

Location

France

The Customer

Lyon is the 3rd largest city in France with over half a million inhabitants. The City Hall handles over 2,000 calls and 10,000 online visitors daily across 27 municipal websites.

The French Administration has an entrenched tradition of paperwork that requires residents to fill in multiple forms and show up in-person at administrative offices. The Ville de Lyon sought to do something disruptive - they wanted to eliminate the paper and improve the quality of interactions with its citizens. They wanted to go digital.

 

THE TOOL IS VERY INTUITIVE AND OFFERS ENDLESS POSSIBILITIES FOR COMPLEX SCENARIOS. WITH SELLIGENT, WE BELIEVE WE ARE AT THE START OF A NEW ERA IN OUR CITIZEN/USER APPROACH.

Thierry Le Vaguerese, the Mayor of the City de Lyon

 

The Challenge

The Ville de Lyon sought to save time and increase efficiency for both the administration and Lyon’s citizens by going paperless.

They started with one program that previously required a lot of time and effort year after year - public school registrations. Every year, families had to fill in the same information manually, which led to mistakes in the data and increased frustration with the process.

To serve 40,000 kids and their families across 200 schools, the Ville de Lyon digitized and centralized all historical records and used Selligent to automate communications with school staff and families. One critical piece of the project was that the data had to be seamlessly updated to ensure timeliness and relevance of communications. 

The Results

Almost 400k people of the Ville de Lyon benefit from Selligent, whose cross-channel engagement capabilities are used to power all municipal communications. Thousands of families get timely, relevant, and secure digital messages about school programs, and if the online communications aren’t delivered successfully, the system generates print copies to follow up. Recently, the city administration also added Facebook and Twitter to engage citizens on social media. The overwhelming majority of people welcomed the change:

  • 75% adoption rate resulting in saved money, time, and increased citizen satisfaction

  • 93% increase in the number of email addresses shared with the city administration.

  • All citizen data is now updated in real-time

  • Lyon is the first major city in Europe to use marketing automation technology for public administration

Selligent enabled the Ville de Lyon to collect data from students using personalized emails and forms. The families of the Ville de Lyon are waving au revoir to the tradition of tedious paperwork, as they can now sign up for school programs quickly and easily online. The Ville de Lyon benefits too, as they now have immediate access to better quality data.