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3 diva

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3 diva

  1. 1. Présentation de DIVA Demande d’Intervention en Voirie et Assainissement http://diva.lillemetropole.fr Juin 2013 ESPACE PUBLIC, ÉCOLOGIE & SERVICES URBAINS
  2. 2. Définition : DIVA est une application web par laquelle Les communes signalent à Lille Métropole des anomalies constatées majoritairement sur l’espace public Les 3 principaux objectifs : - améliorer la qualité de service rendu aux communes >> Information du traitement de la demande en temps réel - renforcer la traçabilité des interventions >> pour les services municipaux et communautaires Accès au suivi des demandes actuelles et passées - proposer un guichet unique aux communes
  3. 3. Localisez le(s) problème(s) Comment déclarer un dysfonctionnement ? 1. Précisez l’expéditeur. Ces informations nous permettent de vous rappeler afin de mieux cerner la nature et l’urgence de la demande. 2. Localisez la demande. Ces éléments permettront à nos enquêteurs de localiser le problème sur le terrain. 3 . En cas de demande urgente engageant la sécurité des biens et des personnes, contactez les services d’astreinte au numéro qui s’affichera. 4 - Vous pouvez également joindre une photo ou un document.
  4. 4. Suivez le traitement de vos demandes Un suivi de la demande renforcé. Vous recevrez 3 courriels : un accusé de réception transmis dans la ½ journée, un message précisant la date prévisionnelle d’intervention et enfin un message informant de la date effective d’intervention Une indication des délais de traitement Une meilleure prise en compte des situations d’urgence/danger Dès l’envoi de votre demande, celle-ci apparaît dans la liste « suivi des demandes ». A tout moment, vous pourrez, depuis cette liste, consulter son état d’avancement en cliquant sur « suivi des demandes ».
  5. 5. Décrivez le(s) problème(s) : Sélectionnez dans l’un des six onglets l’ouvrage et le type de dysfonctionnement concernés : des zones de commentaires dans chaque onglet permettent de compléter la demande. Un exemple : le signalement d’une détérioration d’une borne contrôle d’accès : Pratique ! Vous avez un doute sur la nature de l’ouvrage ? Chaque ouvrage est illustré par une photo, afin de vous aider à cocher la case adéquate. Passez la souris sur l’ouvrage pour afficher un zoom de la photo
  6. 6. Le Bilan 96 % des communes de la métropole utilisent DIVA 6 mois après la mise en place de la démarche, 7397 demandes ont été enregistrées, soit un peu plus de 1233 par mois Le questionnaire d’évaluation révèle près de 90 % d’utilisateurs satisfaits ou très satisfaits par l’outil Près de 84 % des mairies se déclarent satisfaites ou très satisfaites par le suivi de la demande et les délais de réponse Les perspectives - La cartographie - Les statistiques - L’ élargissement du périmètre (résidus urbains – transports) - Accès aux usagers et développement application smartphone
  7. 7. MERCI & À BIENTÔT http://diva.lillemetropole.fr SUR :

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