{"id":394,"date":"2023-08-03T16:04:28","date_gmt":"2023-08-03T14:04:28","guid":{"rendered":"https:\/\/caf-rapport-activite.fr\/caf23-2024\/?post_type=rubrique-organisme&#038;p=394"},"modified":"2025-09-16T14:18:03","modified_gmt":"2025-09-16T12:18:03","slug":"accessibilite-et-relation-de-service","status":"publish","type":"rubrique-organisme","link":"https:\/\/caf-rapport-activite.fr\/caf23-2024\/rubrique-organisme\/accessibilite-et-relation-de-service\/","title":{"rendered":"ACCESSIBILITE ET RELATION DE SERVICE"},"content":{"rendered":"\n<h2>Des modes de contact diversifi\u00e9s <\/h2>\n\n\n\n<p>La Caf suit les \u00e9volutions et les pratiques de ses usagers. Elle propose plusieurs modes de communication, du plus classique, au plus connect\u00e9.&nbsp;<\/p>\n\n\n\n<div class=\"is-layout-flex wp-container-3 wp-block-columns has-white-background-color has-background\">\n<div class=\"is-layout-flow wp-block-column\" style=\"flex-basis:600px\">\n<p class=\"has-medium-font-size\"><strong>8 134<\/strong> allocataires accueillis en flux<\/p>\n\n\n\n<p>(- 16 % par rapport \u00e0 2023)<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/image.png\" alt=\"\" class=\"wp-image-560\" width=\"197\" height=\"111\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/image.png 780w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/image-300x169.png 300w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/image-768x432.png 768w\" sizes=\"(max-width: 197px) 100vw, 197px\" \/><\/figure>\n\n\n\n<p class=\"has-medium-font-size\"><strong>3 052<\/strong> RDV experts<\/p>\n\n\n\n<p>(+ 87 % par rapport \u00e0 2023*)<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/rendez-vous-expert-1024x640.jpg\" alt=\"\" class=\"wp-image-553\" width=\"211\" height=\"132\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/rendez-vous-expert-1024x640.jpg 1024w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/rendez-vous-expert-300x188.jpg 300w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/rendez-vous-expert-768x480.jpg 768w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/rendez-vous-expert-1536x960.jpg 1536w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/rendez-vous-expert-2048x1280.jpg 2048w\" sizes=\"(max-width: 211px) 100vw, 211px\" \/><\/figure>\n\n\n\n<p class=\"has-medium-font-size\"><strong>336 279<\/strong> pi\u00e8ces trait\u00e9es (web et papier)<\/p>\n\n\n\n<p>(+ 6 % par rapport \u00e0 2023)<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/video_conferece_02-1024x768.jpg\" alt=\"\" class=\"wp-image-554\" width=\"186\" height=\"139\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/video_conferece_02-1024x768.jpg 1024w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/video_conferece_02-300x225.jpg 300w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/video_conferece_02-768x576.jpg 768w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/video_conferece_02-1536x1152.jpg 1536w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/video_conferece_02-2048x1536.jpg 2048w\" sizes=\"(max-width: 186px) 100vw, 186px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"is-layout-flow wp-block-column\" style=\"flex-basis:600px\">\n<p class=\"has-medium-font-size\"><strong>215\u202f087 <\/strong>courriers trait\u00e9s<\/p>\n\n\n\n<p>(+ 5 % par rapport \u00e0 2023)<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/courrier-1024x683.jpg\" alt=\"\" class=\"wp-image-561\" width=\"155\" height=\"103\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/courrier-1024x683.jpg 1024w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/courrier-300x200.jpg 300w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/courrier-768x512.jpg 768w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/courrier-1536x1024.jpg 1536w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/courrier-2048x1365.jpg 2048w\" sizes=\"(max-width: 155px) 100vw, 155px\" \/><\/figure>\n\n\n\n<p class=\"has-medium-font-size\"><strong>23 300 <\/strong>Appels t\u00e9l\u00e9phoniques trait\u00e9s&nbsp;<\/p>\n\n\n\n<p>(- 32 % par rapport \u00e0 2023)<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/telephone-1024x1024.jpg\" alt=\"\" class=\"wp-image-562\" width=\"132\" height=\"132\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/telephone-1024x1024.jpg 1024w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/telephone-300x300.jpg 300w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/telephone-150x150.jpg 150w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/telephone-768x768.jpg 768w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/telephone-1536x1536.jpg 1536w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/telephone.jpg 2000w\" sizes=\"(max-width: 132px) 100vw, 132px\" \/><\/figure>\n\n\n\n<p class=\"has-text-align-left has-medium-font-size\"><strong>10\u202f158<\/strong> mails trait\u00e9s<\/p>\n\n\n\n<p>(- 2 % par rapport \u00e0 2023)<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/image-3.png\" alt=\"\" class=\"wp-image-867\" width=\"183\" height=\"122\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/image-3.png 1024w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/image-3-300x200.png 300w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/image-3-768x512.png 768w\" sizes=\"(max-width: 183px) 100vw, 183px\" \/><\/figure>\n<\/div>\n<\/div>\n\n\n\n<p>*Cette hausse est due \u00e0 l&rsquo;int\u00e9gration des rdv rappel t\u00e9l\u00e9phonique en lieu et place des demandes de rappel<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n        <a class=\"acf-block--readmore\" href=\"https:\/\/wwwd.caf.fr\/wps\/portal\/caffr\/macaf\/contactermacaf#\/contactcaf\" target=\"_blank\">\n            Retrouvez les horaires d&rsquo;ouverture et les points de contact de votre Caf sur Caf.fr        <\/a>\n    \n\n\n<h2>Des lieux d&rsquo;accueil de proximit\u00e9 <\/h2>\n\n\n\n<p>La Caf s&rsquo;appuie sur le r\u00e9seau des France services sur le territoire pour \u00e9toffer son offre d&rsquo;accueil.<\/p>\n\n\n\n<p>L\u2019animateur France services apporte des renseignements de premier niveau sur la Caf, les organismes de S\u00e9curit\u00e9 sociale et les services de l\u2019Etat. Il accompagne les usagers dans leurs d\u00e9marches administratives.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"is-layout-flex wp-container-6 wp-block-columns\">\n<div class=\"is-layout-flow wp-block-column\" style=\"flex-basis:66.66%\">\n<figure class=\"wp-block-image size-full is-resized\"><a href=\"https:\/\/www.transformation.gouv.fr\/france-services\" target=\"_blank\" rel=\" noreferrer noopener\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/logo_France_Services.png\" alt=\"\" class=\"wp-image-566\" width=\"258\" height=\"158\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/logo_France_Services.png 335w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2023\/08\/logo_France_Services-300x184.png 300w\" sizes=\"(max-width: 258px) 100vw, 258px\" \/><\/a><figcaption class=\"wp-element-caption\">Cliquer sur le logo France services pour en savoir plus<\/figcaption><\/figure>\n\n\n\n<p>En 2024 :<\/p>\n\n\n\n<ul>\n<li><strong>2<\/strong> formations dispens\u00e9es par les services de la Caf aupr\u00e8s des agents France services&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>2<\/strong> nouvelles labellisations France services (A Gu\u00e9ret et La Souterraine )<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>2 153<\/strong> demandes d\u2019usagers Caf prises en charge par les agents France services<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"is-layout-flow wp-block-column\" style=\"flex-basis:33.33%\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><a href=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2025\/09\/V2_France-Services-RA-2024.jpg\" target=\"_blank\" rel=\" noreferrer noopener\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"566\" src=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2025\/09\/V2_France-Services-RA-2024.jpg\" alt=\"\" class=\"wp-image-1416\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2025\/09\/V2_France-Services-RA-2024.jpg 800w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2025\/09\/V2_France-Services-RA-2024-300x212.jpg 300w, https:\/\/caf-rapport-activite.fr\/caf23-2024\/wp-content\/uploads\/sites\/23\/2025\/09\/V2_France-Services-RA-2024-768x543.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/a><\/figure><\/div><\/div>\n<\/div>\n\n\n\n<p>Mobilis\u00e9e pour les formations initiales des agents France services organis\u00e9es par l\u2019Agence Nationale de la Coh\u00e9sion des Territoires (ANCT), la Caf de la Creuse assure \u00e9galement la mise \u00e0 jour des connaissances en organisant des webinaires autour des nouveaut\u00e9s du Caf.fr. Cet engagement se traduit \u00e9galement par la participation \u00e0 la journ\u00e9e annuelle des France services pilot\u00e9e par la Pr\u00e9fecture. Cette rencontre permet de dynamiser le r\u00e9seau par des \u00e9changes constructifs avec l\u2019ensemble des France services, des op\u00e9rateurs et des services de l\u2019Etat.<\/p>\n\n\n        <a class=\"acf-block--readmore\" href=\"https:\/\/www.caf.fr\/allocataires\/caf-de-la-creuse\/nous-contacter\/points-d-accueil-de-votre-caf\" target=\"_blank\">\n            Les points d&rsquo;accueil en Creuse        <\/a>\n    \n\n\n<h2>L&rsquo;utilisation des services en ligne<\/h2>\n\n\n\n<p>Faire une demande de prestation en ligne ou r\u00e9aliser une simulation de ses droits pour une aide, fait partie de l\u2019offre de service du site caf.fr et de l\u2019application Caf-Mon Compte.<\/p>\n\n\n\n<p>Gr\u00e2ce \u00e0 nos actions de communication aupr\u00e8s des allocataires et de nos partenaires, la part des d\u00e9marches r\u00e9alis\u00e9es sur le Caf.fr a de nouveau augment\u00e9 en 2024 notamment sur les demandes d\u2019aide au logement et de Rsa :<\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p>98 % des demandes de Prestation d&rsquo;accueil du jeune enfant <strong>(+ <\/strong>1 <strong>%<\/strong> par rapport \u00e0 2023)<\/p>\n\n\n\n<p>93 % des demandes de Prime d&rsquo;activit\u00e9 <strong>(+ <\/strong>1<strong> % <\/strong>par rapport \u00e0 2023)<\/p>\n\n\n\n<p>82 % des demandes d&rsquo;Aide au logement (+<strong> <\/strong>18<strong> %<\/strong> par rapport \u00e0 2023)<\/p>\n\n\n\n<p>67 % des demandes de Rsa (+<strong> <\/strong>13<strong> %<\/strong> par rapport \u00e0 2023)<\/p>\n<\/blockquote>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n        <a class=\"acf-block--readmore\" href=\"https:\/\/www.caf.fr\/allocataires\/caf-de-la-creuse\" target=\"_blank\">\n            Pour acc\u00e9der au service en ligne, rendez-vous sur Caf.fr        <\/a>\n    \n\n\n<h2>La pr\u00e9vention et l&rsquo;accompagnement des incivilit\u00e9s <\/h2>\n\n\n\n<p><strong>158 <\/strong>incivilit\u00e9s signal\u00e9es en 2024&nbsp;(+ 41 % par rapport \u00e0 2023) :<\/p>\n\n\n\n<ul>\n<li>135 incivilit\u00e9s signal\u00e9es par le plateau t\u00e9l\u00e9phonique&nbsp;&nbsp;<\/li>\n\n\n\n<li>11 incivilit\u00e9s signal\u00e9es par l\u2019accueil (pr\u00e9-accueil + rdv)&nbsp;<\/li>\n\n\n\n<li>10 incivilit\u00e9 signal\u00e9e par le plateau t\u00e9l\u00e9recouvrement&nbsp;<\/li>\n\n\n\n<li>2 incivilit\u00e9s signal\u00e9es par le service Prestations&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>En 2024, de nouvelles sessions de formation \u00e0 la gestion des incivilit\u00e9s ont \u00e9t\u00e9 suivies par les agents de la Relation de service et des Prestations. Tout nouvel agent sur la plateforme t\u00e9l\u00e9phonique b\u00e9n\u00e9ficie de cette formation \u00e0 son arriv\u00e9e dans l\u2019organisme.&nbsp;&nbsp;<\/p>\n\n\n\n<h2>La gestion des r\u00e9clamations et m\u00e9diation<\/h2>\n\n\n\n<p>La prise en charge, l&rsquo;analyse et le suivi des r\u00e9clamations et des demandes de m\u00e9diation constituent un outil de l&rsquo;am\u00e9lioration continue de nos services. <\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p>En 2024, la Caf de la Creuse a pris en charge :<\/p>\n\n\n\n<p><strong>4<\/strong> m\u00e9diations (-<strong> 20 %<\/strong> par rapport \u00e0 2023)<\/p>\n\n\n\n<p><strong>5 770<\/strong> r\u00e9clamations (+<strong> 2 %<\/strong> par rapport \u00e0 2023)<\/p>\n<\/blockquote>\n\n\n\n<p>L&rsquo;\u00e9tude des r\u00e9clamations et des demandes de m\u00e9diation font l&rsquo;objet de plans d&rsquo;actions au niveau local et de remont\u00e9es au niveau national.<\/p>\n","protected":false},"featured_media":0,"template":"","yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.11 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>ACCESSIBILITE ET RELATION DE SERVICE - Caf 23 - 2024<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/caf-rapport-activite.fr\/caf23-2024\/rubrique-organisme\/accessibilite-et-relation-de-service\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"ACCESSIBILITE ET RELATION DE SERVICE - Caf 23 - 2024\" \/>\n<meta property=\"og:description\" content=\"Des modes de contact diversifi\u00e9s La Caf suit les \u00e9volutions et les pratiques de ses usagers. 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