{"id":394,"date":"2023-08-03T16:04:28","date_gmt":"2023-08-03T14:04:28","guid":{"rendered":"https:\/\/caf-rapport-activite.fr\/caf23-2025\/?post_type=rubrique-organisme&#038;p=394"},"modified":"2026-07-30T14:23:06","modified_gmt":"2026-07-30T12:23:06","slug":"accessibilite-et-relation-de-service","status":"publish","type":"rubrique-organisme","link":"https:\/\/caf-rapport-activite.fr\/caf23-2025\/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>5 114<\/strong> visites spontan\u00e9es<\/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\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/image.png\" alt=\"\" class=\"wp-image-560\" width=\"207\" height=\"117\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/image.png 780w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/image-300x169.png 300w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/image-768x432.png 768w\" sizes=\"(max-width: 207px) 100vw, 207px\" \/><\/figure>\n\n\n\n<p class=\"has-medium-font-size\"> <strong>208 474<\/strong> courriers arriv\u00e9s<\/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\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/courrier-1024x683.jpg\" alt=\"\" class=\"wp-image-561\" width=\"207\" height=\"138\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/courrier-1024x683.jpg 1024w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/courrier-300x200.jpg 300w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/courrier-768x512.jpg 768w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/courrier-1536x1024.jpg 1536w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/courrier-2048x1365.jpg 2048w\" sizes=\"(max-width: 207px) 100vw, 207px\" \/><\/figure>\n\n\n\n<p class=\"has-medium-font-size\"><strong>2 930<\/strong> RDV physiques et t\u00e9l\u00e9phoniques<\/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\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/rendez-vous-expert-1024x640.jpg\" alt=\"\" class=\"wp-image-553\" width=\"203\" height=\"126\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/rendez-vous-expert-1024x640.jpg 1024w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/rendez-vous-expert-300x188.jpg 300w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/rendez-vous-expert-768x480.jpg 768w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/rendez-vous-expert-1536x960.jpg 1536w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/rendez-vous-expert-2048x1280.jpg 2048w\" sizes=\"(max-width: 203px) 100vw, 203px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"is-layout-flow wp-block-column\" style=\"flex-basis:600px\">\n<p><strong>12 759 <\/strong>Appels t\u00e9l\u00e9phoniques trait\u00e9s&nbsp;<\/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\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/telephone-1024x1024.jpg\" alt=\"\" class=\"wp-image-562\" width=\"123\" height=\"123\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/telephone-1024x1024.jpg 1024w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/telephone-300x300.jpg 300w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/telephone-150x150.jpg 150w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/telephone-768x768.jpg 768w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/telephone-1536x1536.jpg 1536w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/telephone.jpg 2000w\" sizes=\"(max-width: 123px) 100vw, 123px\" \/><\/figure>\n\n\n\n<p class=\"has-medium-font-size\"><strong>9\u202f650<\/strong> courriels arriv\u00e9s<\/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\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/mail-1024x683.jpg\" alt=\"\" class=\"wp-image-563\" width=\"223\" height=\"148\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/mail-1024x683.jpg 1024w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/mail-300x200.jpg 300w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/mail-768x512.jpg 768w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/mail-1536x1024.jpg 1536w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/mail-2048x1365.jpg 2048w\" sizes=\"(max-width: 223px) 100vw, 223px\" \/><\/figure>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"605\" height=\"270\" src=\"https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2026\/07\/horaires.png\" alt=\"\" class=\"wp-image-1479\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2026\/07\/horaires.png 605w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2026\/07\/horaires-300x134.png 300w\" sizes=\"(max-width: 605px) 100vw, 605px\" \/><\/figure><\/div>\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\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/logo_France_Services.png\" alt=\"\" class=\"wp-image-566\" width=\"258\" height=\"158\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2023\/08\/logo_France_Services.png 335w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/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 2025 :<\/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>2 990<\/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\/caf23-2025\/wp-content\/uploads\/sites\/30\/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\/caf23-2025\/wp-content\/uploads\/sites\/30\/2025\/09\/V2_France-Services-RA-2024.jpg\" alt=\"\" class=\"wp-image-1416\" srcset=\"https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2025\/09\/V2_France-Services-RA-2024.jpg 800w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/2025\/09\/V2_France-Services-RA-2024-300x212.jpg 300w, https:\/\/caf-rapport-activite.fr\/caf23-2025\/wp-content\/uploads\/sites\/30\/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 continue d&rsquo;augmenter en 2025 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<\/p>\n\n\n\n<p>95 % des demandes de Prime d&rsquo;activit\u00e9<\/p>\n\n\n\n<p>78 % des demandes d&rsquo;Aide au logement<\/p>\n\n\n\n<p>90 % des demandes de Rsa <\/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 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 2025, la Caf de la Creuse a pris en charge :<\/p>\n\n\n\n<p><strong>5<\/strong> m\u00e9diations (+25 % par rapport \u00e0 2024)<\/p>\n\n\n\n<p><strong>6 119<\/strong> r\u00e9clamations (+12,92 % par rapport \u00e0 2024)<\/p>\n<\/blockquote>\n\n\n\n<p>En 2025, il est \u00e0 noter une r\u00e9duction des incivilit\u00e9s \u00e0 l\u2019encontre de nos collaborateurs.<\/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 - 2025<\/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\/caf23-2025\/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 - 2025\" \/>\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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