Estado Futuro fue una conferencia internacional, organizada en conjunto con la  Organización para la Cooperación y el Desarrollo Económicos (OECD) el 30 y 31 de Marzo en el GAM,  que abordo temáticas de innovación en el sector público, donde más de 300 expertos y actores – como Ministros, Jefes de servicio, funcionarios, académicos e innovadores públicos – compartieron experiencias sobre los desafíos que enfrentan hoy los gobiernos para diseñar e implementar sus agendas de innovación pública.  Para saber más de Estado Futuro, ingresa a www.estadofuturo.cl

1. Kit Presentaciones
Conferencia Internacional Innovación Pública Estado Futuro
www.estadofuturo.cl
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2. Listening & co-construction
with the citizens
French initiatives
Contact:
Françoise Waintrop, francoise.waintrop@modernisation.gouv.fr

3. If the State offered you money, would you accept it?
Up to 70% of people in France say no!

4. • In France 14% of the
population is « poor »*
• 8.6M people live under the
poverty line*
• This rate is constantly
increasing
• However 40% to 68% of
people elegible for social
assistance don’t request
it**.
« Non-use of social assistance » in a few words
Lack of information
Complexity
Social stigma
Geographic remoteness
KNOWN BARRIERS**
* Source INSEE **Source Observatory for non social assistance use Odenore https://odenore.msh-alpes.fr/. According to this
observatory the estimated rate is 40%, and 68% for the RSA (Revenu of active solidarity) activity.

5. 4
Methodology
Action research in two territories
Seine-et-Marne Loire Atlantique
Double diagnosis (observation and interviews)
• To users and users’ associations
• 60 interviews (30 per territory)
• 3 profiles of non-users: people living
alone without employment, poor
workers, poor retired people living
alone
• To technical services and social workers
Submerging Test co-constructed solutions
Social assistance categories concerned by the study: RSA, health assistance (CMUC, ACS), assistance to elderly people (ASPA)
• Co-construction workshops with different
stakeholders: State employment agency,
Welfare institutions (CAF), General Council,
…
• Choice of the measures to implement and
tests

6. Solutions tested
1. « I don’t go looking for information
spontaneously »
2. « There are as many counters as
assistance »
3. « One needs to be an expert to
understand the elegibility rules »
4. « I don’t have contact with the
administrative services »
1. Tailored information comes to me…in
the right time thanks to coordination between
stakeholders
Ex : Sending a letter to people about to lose their
rights (exchange of information between the
Employment Agency and Welfare benefits CAF)
2. Organisation among administrative
stakeholders to hide complexity to
the citizens when it’s not possible to end it
Ex : joint meeting with CNAM/ CNAF
3. We guide you step by step to
simulate your rights
Ex : assistance simulator mes.aides.gouv.fr (in beta –
test) : 360° screening of different types of assistance
after replying to some questions
4. We have relays within civil society
(co-delivery)
Ex : training offered to volunteers of the Catholic
Relief to use the website mes.aides.gouv.fr

7. • The goal of temporary placement of elderly
people: to keep them the longest period
possible in their own home (law about the
adaptation of society to ageing)
• Law that takes into account the health of
the helpers with the notion of « Right to
rest »
• Despite the availability, the take-up rate
of these placements is low: average 56%
for temporary placements, 47% for day
care placements
• The offer still remains « scattered » within
non specialised instituitions linked to
retirement homes.
« Non-use of temporary placement of elderly
people » in a few words
Financial barriers
Complexity
KNOWN BARRIERS

8. 7
Methodology
Submerging in two territories
Seine-et-Marne Vendée
Diagnosis from a behavioral economics
perspective (interview and document analysis)
Submerging Testing co-created solutions
• One day « Innovative connexions » of exchanges between
practitionners (public, private, associations) to:
Confront experiences
Adress lack of understanding and imagine new solutions
adapted to the users’ needs: observing behaviours and
describing practices based on methods inspired by
ethnography and design.
• In the end of the day, the ideas were materialized in
prototypes and tested by the users (temporary placement
voucher)
• Determine the phychological mechanisms that are at the
origin of the non use of the temporary placement for
elderly people
• Make sure that you mobilise the right levers
Make an in-depth diagnosis through
an analysis of behaviours
Around 160 people met in the framework of the study of
practices:
• 30 elderly people
• 30 helpers
• 90 professionnals
• 10 institutional representatives
About 10 days of submertion in temporary placement
institutions

9. Some barriers identified in the framework of
the study about behaviours
Stakes and goals for the implementation of the
information campaign
• Inform and give tools for near-by professionals,
already in contact with the users, so that they can
relay information.
• Convince the helper that his/her need for support
is recognized and that there are solutions.
• Improve local visibility and understanding of
temporary placement services.
Some pshychological barriers identified:
• Guilt
• Afraid of getting old (helper and elderly people)
• Statu Quo (helper and elderly people)

10. • The guilt of helpers (1/2)
Solutions: make use of cognitive bias
Psychological
lever
Message Proposals
Feedback
Vendée
General
The helper has the right to
rest (it’s normal and
necessary)
Take care of oneself, is being able of taking better care of others
Take care of yourself to take better care of people around you
Who can be there 24/7 ?
You support someone, you also have the right to rest. Solutions exist:
temporary placement
Temporary placement, an occasion to rest for you and your relative
You are helpers, you can also be helped
To take care of your relative, think also about yourself!
Need to rest? Think about temporary placement.
Remind the helper that
his/her life is not limited to
the elderly person
Think also about your other family (children, grand-children,…)
Temporary placement:
solution to find sometime
You need time for yourself, think about day care!

11. • The statu-quo
Solutions: make use of cognitive bias
Psychological
lever
Message Proposals Feedback
Vendée
Avoid the
regret of the
helper
Temporary care is ideal for the elderly
people because she’ll be helped by
competent people
It’s ideal for your mom because she’ll be taken care by professionals
Avoid the
regret (helper
and elderly
person)
Other people tested it, which limits
the risk of failure
A lot of those who tested it would have liked to have known it earlier
General
The temporary care recreates a
familiar framework for the elderly
people
I’ve been going there for the past 3 years , I feel like at home in temporary
placement
Temporary placement is a bit like home
The situation might change: it’s
necessary to anticipate to find
solutions
You’ll need to leave for a while: think about temporary placement for your
relative

12. Listening & co-construction with the citizens
Methods anchored on
- Listening, instrincically part of co-construction with stakeholders
- The field knowledge (submertion): the experience of the users is not always captured through
declarations and data. There’s a need to start from the field to make sure that the problem is well
formulated
- The use and real behavious of the users