{"id":793565,"date":"2025-10-09T11:07:50","date_gmt":"2025-10-09T09:07:50","guid":{"rendered":"https:\/\/www.capgemini.com\/fr-fr\/?post_type=research-and-insight&#038;p=793565"},"modified":"2025-10-09T11:10:06","modified_gmt":"2025-10-09T09:10:06","slug":"ia-ameliorer-service-client-secteur-public","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/ia-ameliorer-service-client-secteur-public\/","title":{"rendered":"L\u2019IA peut-elle am\u00e9liorer significativement la qualit\u00e9 du service client dans le secteur public ?"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 72%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">IA &amp; Data<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">L\u2019IA peut-elle am\u00e9liorer significativement la qualit\u00e9 du service client dans le secteur public ?<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Could-AI-unlock-great-customer-service-in-the-public-sector.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Point de vue<\/span><span class=\"type\">6 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1153776\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1153776\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-l-experience-client-du-secteur-public-est-prete-pour-une-transformation\">L&#8217;exp\u00e9rience client du secteur public est pr\u00eate pour une transformation<\/h3>\n\n\n\n<p>R\u00e9pondre aux besoins des citoyens de mani\u00e8re efficace, efficiente et empathique gr\u00e2ce \u00e0 un service int\u00e9gr\u00e9 et personnalis\u00e9 : voil\u00e0 \u00e0 quoi pourrait r\u00e9ellement ressembler l&#8217;int\u00e9gration de l\u2019intelligence artificielle dans le secteur public. Pourtant, selon <a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/20th-March-Customer-service-transformation-CRI_Final.pdf\">une \u00e9tude du Capgemini Research Institute<\/a>, seuls <strong>25 % des citoyens<\/strong> se d\u00e9clarent satisfaits ou tr\u00e8s satisfaits des services re\u00e7us de la part des administrations publiques.<\/p>\n\n\n\n<p>Notre nouveau point de vue explique pourquoi un service client de qualit\u00e9 est essentiel dans ce secteur et pourquoi il est si difficile \u00e0 mettre en \u0153uvre. Il met en lumi\u00e8re le potentiel des outils d\u2019IA g\u00e9n\u00e9rative et des agents intelligents pour am\u00e9liorer ces services. Enfin, il propose <strong>quatre \u00e9tapes cl\u00e9s<\/strong> que les responsables au sein du secteur public \u2013 en charge des syst\u00e8mes d\u2019information ou de la performance op\u00e9rationnelle \u2013 peuvent suivre pour commencer \u00e0 concr\u00e9tiser ces b\u00e9n\u00e9fices, \u00e0 condition de disposer des fondations ad\u00e9quates.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u00ab 72 % des r\u00e9pondants au sein des services publics citent l\u2019augmentation des attentes des usagers comme un enjeu majeur pour leurs fonctions de service client. \u00bb<a id=\"_msocom_1\"><\/a><\/p>\n<cite>Unleashing the value of customer service, Capgemini Research Institute, March 2025<\/cite><\/blockquote>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-ou-en-sont-les-organisations-du-secteur-public\">O\u00f9 en sont les organisations du secteur public<\/h4>\n\n\n\n<p>De mani\u00e8re peut-\u00eatre surprenante, notre point de vue r\u00e9v\u00e8le que <strong>davantage d\u2019organisations publiques<\/strong> explorent, testent ou ont d\u00e9j\u00e0 int\u00e9gr\u00e9 l\u2019IA g\u00e9n\u00e9rative dans leurs op\u00e9rations de service client que la moyenne tous secteurs confondus (<strong>91 % contre 86 %<\/strong>). Et un plus grand nombre de dirigeants du secteur public d\u00e9clarent constater <strong>des b\u00e9n\u00e9fices concrets<\/strong>, notamment une <strong>r\u00e9duction des co\u00fbts d\u2019exploitation<\/strong> et du <strong>temps de traitement des demandes<\/strong>.<\/p>\n\n\n\n<p>Cependant, en raison de <strong>syst\u00e8mes fragment\u00e9s<\/strong>, de <strong>structures en silos<\/strong> et d\u2019un <strong>manque de fondations technologiques ad\u00e9quates<\/strong>, la satisfaction reste faible, tant du c\u00f4t\u00e9 des citoyens que des agents en charge du service client.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u00ab Au Royaume-Uni, certaines personnes atteintes d\u2019un handicap ou d\u2019une maladie chronique doivent interagir avec 40 services r\u00e9partis sur neuf organisations diff\u00e9rentes. \u00bb<\/p>\n<cite>The state of digital government review, GOV.UK 2025<\/cite><\/blockquote>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-les-fondations-d-un-service-client-active-par-l-ia\">Les fondations d\u2019un service client activ\u00e9 par l\u2019IA<\/h4>\n\n\n\n<p>Les outils d\u2019IA g\u00e9n\u00e9rative et les agents intelligents ne sont pas des baguettes magiques que les gouvernements peuvent agiter pour obtenir automatiquement de bons r\u00e9sultats. Pour \u00eatre efficaces, leurs capacit\u00e9s doivent s\u2019appuyer sur plusieurs leviers essentiels d\u2019un service client performant :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Une <strong>infrastructure informatique moderne<\/strong>, int\u00e9gr\u00e9e et \u00e9volutive.<\/li>\n\n\n\n<li>Des <strong>donn\u00e9es de qualit\u00e9<\/strong>, avec des d\u00e9finitions standardis\u00e9es et une gouvernance claire autour du partage des donn\u00e9es.<\/li>\n\n\n\n<li>Des <strong>syst\u00e8mes CRM unifi\u00e9s<\/strong> qui offrent \u00e0 l\u2019IA et aux agents du service client une vision compl\u00e8te de la personne servie.<\/li>\n\n\n\n<li>Des <strong>cadres et processus<\/strong> garantissant la confidentialit\u00e9, la s\u00e9curit\u00e9 et la conformit\u00e9 des donn\u00e9es citoyennes sur l\u2019ensemble des canaux de service.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-a-considerer-avant-d-adopter-l-ia-pour-ameliorer-le-service-client-dans-le-secteur-public\"><strong>\u00c0 consid\u00e9rer avant d\u2019adopter l\u2019IA pour am\u00e9liorer le service client<\/strong> dans le secteur public<\/h4>\n\n\n\n<p>Notre point de vue reconna\u00eet que proposer un service fluide et personnalis\u00e9 implique aussi de transformer les <strong>\u00e9quipes<\/strong>, les <strong>processus<\/strong> et les <strong>mentalit\u00e9s<\/strong>. De l\u2019identification des opportunit\u00e9s \u00e0 l\u2019am\u00e9lioration de l\u2019accessibilit\u00e9, les \u00e9tapes que nous proposons aideront les gouvernements \u00e0 commencer \u00e0 cr\u00e9er <strong>une nouvelle valeur<\/strong> dans le service client gr\u00e2ce \u00e0 l\u2019IA.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Could-AI-unlock-great-customer-service-in-the-public-sector.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">T\u00e9l\u00e9chargez le point de vue<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-odd \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Nos publications<\/h2><\/div><div class=\"layout-single-card\">\n                      <div class=\"row align-items-center w-lg-100\">\n                        <div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/liberer-valeur-service-client\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=1000&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div>\n                            <div class=\"col-12 col-md-5 col-lg-7\"><\/div>\n                        <div class=\"col-12 col-md-7 col-lg-5\">\n                            <a href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/liberer-valeur-service-client\/\" aria-label=\"Lib\u00e9rer le potentiel du service client\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Rapport<\/div>\n                                <h3 class=\"card-title\">Lib\u00e9rer le potentiel du service client<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                     <\/div>\n                    <\/div><div class=\"layout-two-card cards-reversed\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/maitrise-donnes-ia-secteur-public\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2024\/11\/Data-and-AI-mastery-in-government.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2024\/11\/Data-and-AI-mastery-in-government.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2024\/11\/Data-and-AI-mastery-in-government.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2024\/11\/Data-and-AI-mastery-in-government.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2024\/11\/Data-and-AI-mastery-in-government.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2024\/11\/Data-and-AI-mastery-in-government.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2024\/11\/Data-and-AI-mastery-in-government.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2024\/11\/Data-and-AI-mastery-in-government.jpg?w=700&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2024\/11\/Data-and-AI-mastery-in-government.jpg\" alt=\"pixelated blue and turquoise squares in abstract arrangement\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-md-6 col-lg-4 flex-sm-order-reverse\">\n                            <a href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/data-ia-essor-ia-agentique\/\" aria-label=\"L&#039;essor de l&#039;IA agentique\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Rapport<\/div>\n                                <h3 class=\"card-title\">L&#039;essor de l&#039;IA agentique<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/maitrise-donnes-ia-secteur-public\/\" aria-label=\"Fondements des donn\u00e9es pour le secteur public\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">Capgemini Research Institute<\/div>\n                                <h3 class=\"card-title\">Fondements des donn\u00e9es pour le secteur public<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><\/div>\n                    <\/div><\/div><\/section>","protected":false},"excerpt":{"rendered":"<p>Notre point de vue examine pourquoi un service client de qualit\u00e9 est essentiel dans le secteur, et ce qui rend sa mise en \u0153uvre 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