{"id":11734,"date":"2022-03-03T10:43:58","date_gmt":"2022-03-03T09:43:58","guid":{"rendered":"https:\/\/www.villes-internet.net\/site\/?p=11734"},"modified":"2022-03-03T10:43:58","modified_gmt":"2022-03-03T09:43:58","slug":"la-dematerialisation-continue-daggraver-la-fracture-numerique","status":"publish","type":"post","link":"https:\/\/www.villes-internet.net\/site\/la-dematerialisation-continue-daggraver-la-fracture-numerique\/","title":{"rendered":"La d\u00e9mat\u00e9rialisation continue d\u2019aggraver la fracture num\u00e9rique"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Le 13\u00a0octobre 2017, \u00c9douard Philippe lance le programme Action publique 2022, dont la 3eme\u00a0ambition est d\u2019atteindre l\u2019objectif de 100\u00a0% de services publics d\u00e9mat\u00e9rialis\u00e9s \u00e0 horizon\u00a02022.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00ab\u2009Tous les ans, plus de 80\u00a0% des r\u00e9clamations adress\u00e9es \u00e0 la D\u00e9fenseure des droits concernent les difficult\u00e9s li\u00e9es aux services publics. Dans les permanences de nos d\u00e9l\u00e9gu\u00e9s territoriaux arrivent des personnes \u00e9puis\u00e9es, parfois d\u00e9sesp\u00e9r\u00e9es, qui font part de leur soulagement \u00e0 pouvoir, enfin, parler \u00e0 quelqu\u2019un en chair et en os. Car la d\u00e9mat\u00e9rialisation des services publics \u2014 qui comporte des b\u00e9n\u00e9fices incontestables notamment pour celles et ceux qui sont \u00e0 l\u2019aise avec le num\u00e9rique et sont dans des situations administratives simples \u2014 s\u2019est souvent accompagn\u00e9e de la fermeture de guichets de proximit\u00e9 et donc de la suppression de tout contact humain.\u2009\u00bb\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">C\u2019est ainsi que la D\u00e9fenseure des droits introduit le dernier rapport de l\u2019institution \u00ab\u2009<\/span><a href=\"https:\/\/www.defenseurdesdroits.fr\/sites\/default\/files\/atoms\/files\/ddd_rapport-dematerialisation-2022_20220207.pdf\"><span style=\"font-weight: 400;\">D\u00e9mat\u00e9rialisation des services publics, 3\u00a0ans apr\u00e8s o\u00f9 en est-on\u2009?\u2009\u00bb<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><b>La D\u00e9fenseure des droits continue de lancer l\u2019alerte sur les cons\u00e9quences de la d\u00e9mat\u00e9rialisation sur l\u2019acc\u00e8s aux droits des publics fragiles<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Depuis le dernier rapport \u00ab\u2009<\/span><a href=\"https:\/\/www.villes-internet.net\/site\/%e2%80%89dematerialisation-et-inegalites-dacces-au-service-public%e2%80%89-un-rapport-du-defenseur-des-droits-qui-appelle-des-reponses\/\"><span style=\"font-weight: 400;\">D\u00e9mat\u00e9rialisation et in\u00e9galit\u00e9s d\u2019acc\u00e8s aux services publics<\/span><\/a><span style=\"font-weight: 400;\">\u2009\u00bb publi\u00e9 le 17\u00a0janvier 2019, les institutions ont pris conscience de l\u2019enjeu que repr\u00e9sente la d\u00e9mat\u00e9rialisation pour une grande partie de la population, mais les requ\u00eates ne se tarissent pas, au contraire. Au quotidien, les d\u00e9l\u00e9gu\u00e9\u00b7es et les juristes de la D\u00e9fenseure des droits continuent de r\u00e9soudre des litiges toujours plus nombreux, qui sont la cons\u00e9quence d\u2019une num\u00e9risation inadapt\u00e9e aux situations des usagers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Le rapport insiste de nouveau sur les difficult\u00e9s sp\u00e9cifiques que rencontrent certains publics. Les majeurs prot\u00e9g\u00e9s et les personnes d\u00e9tenues n\u2019ont pas vu leur situation s\u2019am\u00e9liorer. Les personnes \u00e9trang\u00e8res sont encore plus massivement emp\u00each\u00e9es d\u2019accomplir des d\u00e9marches qui sont absolument n\u00e9cessaires \u00e0 leur vie quotidienne et au respect de leurs droits fondamentaux. Rencontrent aussi des difficult\u00e9s importantes les personnes \u00e2g\u00e9es \u2014 encore souvent \u00e9loign\u00e9es du num\u00e9rique \u2014 les jeunes \u2014 moins \u00e0 l\u2019aise qu\u2019on ne le croit avec l\u2019administration d\u00e9mat\u00e9rialis\u00e9e \u2014 et les personnes handicap\u00e9es \u2014 qui n\u2019ont toujours pas affaire \u00e0 des services publics accessibles. Enfin, les d\u00e9marches num\u00e9riques apparaissent comme un obstacle parfois insurmontable pour les personnes en situation de pr\u00e9carit\u00e9 sociale, alors m\u00eame que ce sont celles pour lesquelles l\u2019acc\u00e8s aux droits sociaux et aux services publics rev\u00eat un caract\u00e8re vital.<\/span><\/p>\n<p><b>La d\u00e9mat\u00e9rialisation telle qu\u2019elle est mise en place, reporte sur les citoyens et citoyennes la charge et le co\u00fbt des d\u00e9marches<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Les effets de la d\u00e9mat\u00e9rialisation se font sentir dans l\u2019ensemble des foyers. Qui n\u2019a jamais \u00e9chou\u00e9 \u00e0 remplir un document administratif ou \u00e0 mener une d\u00e9marche faute de ma\u00eetriser les outils num\u00e9riques impos\u00e9s\u2009? La D\u00e9fenseure des droits pointe le probl\u00e8me structurel de ce grand mouvement de d\u00e9mat\u00e9rialisation\u00a0: \u00ab\u2009la d\u00e9mat\u00e9rialisation, telle qu\u2019elle a \u00e9t\u00e9 conduite jusqu\u2019\u00e0 pr\u00e9sent, s\u2019accompagne d\u2019un report syst\u00e9mique sur l\u2019usager de t\u00e2ches et de co\u00fbts qui incombaient auparavant \u00e0 l\u2019administration.\u2009\u00bb\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Les cons\u00e9quences de ce transfert mettent \u00e0 mal le principe m\u00eame de l\u2019\u00e9galit\u00e9 d\u2019acc\u00e8s aux droits et la coh\u00e9sion sociale du pays.\u00a0<\/span><\/p>\n<p><b>Pas de rejet <\/b><b><i>a priori<\/i><\/b><b> de la d\u00e9mat\u00e9rialisation, mais une autre m\u00e9thode doit \u00eatre d\u00e9ploy\u00e9e<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Comme le rappelle la D\u00e9fenseure des droits, le d\u00e9veloppement d\u2019un acc\u00e8s num\u00e9rique aux d\u00e9marches administratives constitue un progr\u00e8s s\u2019il s\u2019accompagne de garanties essentielles pour l\u2019ensemble des usagers, notamment le maintien syst\u00e9matique d\u2019un acc\u00e8s alternatif et la possibilit\u00e9 d\u2019un accompagnement suffisamment proche, comp\u00e9tent et disponible.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">La D\u00e9fenseure des droits note tout de m\u00eame que le d\u00e9veloppement de l\u2019inclusion num\u00e9rique, l\u2019attention \u00e0 la qualit\u00e9 des d\u00e9marches en ligne et la r\u00e9ouverture de lieux d\u2019accueil du public constituent incontestablement des \u00e9l\u00e9ments encourageants. Ils ne sauraient cependant tenir lieu de garantie d\u2019acc\u00e8s de toutes et tous \u00e0 l\u2019ensemble des services publics.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">L\u2019association Villes Internet s\u2019inscrit pleinement dans ces analyses qui rejoignent celles trac\u00e9es par la 3e\u00a0motion du Congr\u00e8s des \u00e9lu\u00b7es au num\u00e9rique. Elle rel\u00e8ve que loin de s\u2019\u00eatre r\u00e9duites, les fractures perdurent et se renouvellent. Elles sont multiples\u00a0: territoriale, g\u00e9n\u00e9rationnelle, sociale, cognitive ou socio-\u00e9conomique.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le 13\u00a0octobre 2017, \u00c9douard Philippe lance le programme Action publique 2022, dont la 3eme\u00a0ambition est d\u2019atteindre l\u2019objectif de 100\u00a0% de services publics d\u00e9mat\u00e9rialis\u00e9s \u00e0 horizon\u00a02022. \u00ab\u2009Tous les ans, plus de 80\u00a0% des r\u00e9clamations adress\u00e9es \u00e0 la D\u00e9fenseure des droits concernent les difficult\u00e9s li\u00e9es aux services publics. Dans les permanences de nos d\u00e9l\u00e9gu\u00e9s territoriaux arrivent des [&hellip;]<\/p>\n","protected":false},"author":14,"featured_media":11737,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[87,83,85],"tags":[],"class_list":["post-11734","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cohesion-sociale","category-identites-droits-libertes","category-services-publics"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>La d\u00e9mat\u00e9rialisation continue d\u2019aggraver la fracture num\u00e9rique<\/title>\n<meta name=\"description\" content=\"Le 13\u00a0octobre 2017, \u00c9douard Philippe lance le programme Action publique 2022, dont la 3eme\u00a0ambition est d\u2019atteindre l\u2019objectif de 100\u00a0% de services\" \/>\n<meta name=\"robots\" content=\"index, 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