This project saw the following developments:

• digitalisation of all files and reform of working processes (2002);
• call centre;
• possibility for the employee and his trade union to consult his electronic file online at any time and at any place and ascertain when he will be paid (2004);
• proactive notification of customers at each stage of the progress of the file, depending on their preference, by e-mail (2006), SMS (2008) or letter (to avoid the digital divide – 2009).

The project was initially developed to meet a need for information targeted at citizens finding themselves in a precarious situation further to the sudden loss of employment. Moreover, it resulted in a simplification of administrative work and an improvement in the quality of this work. The project created a win/win situation for the citizens and the institution. The customers’ satisfaction rate is 99 per cent.