Missions and values

Service-Public.fr's mission is to offer users first access to rights and administrative procedures so that they can know and understand them. The users are both French people living in France or outside France and foreigners living in France.

Service-Public.fr guarantees free access to and completion of the procedures, subject to the taxes and/or fees set by legal and regulatory provisions (for example, a tax stamp).

Service-Public.fr provides an objective and neutral description of the rights and obligations in force. Information does not seek to convince people of the validity of standards, nor to place them in the context of public debate.

The site delivers general information to answer, as precisely as possible, the questions posed by users in relation to most common situations or difficulties.

Exceptions, geographical specificities (texts only applicable in overseas communities, for example) or special cases are therefore usually not dealt with but reported.

The site answers questions such as:

• Am I eligible for housing assistance?
• What is the cost of a passport?
• How do I get the legal aid application form?
• Can I change my address online?
• What are the opening hours of the prefecture?
• Carte grise Do I have to travel to redo my job?
• Etc.

Thus, Service-Public.fr issues a the first level of information to a question and allows a rapid referral to specific information which may be available on the website of another public administration.

Some of the information published on the Service-Public.fr website is produced in collaboration with the authorities responsible for the regulation concerned. For some topics, the site can be complementary to the sites of ministries, national agencies and local administrations, which can address more specific issues.

The authorities responsible for examining user requests may not refuse to examine them if they are submitted using a form available on ‘service-public.fr’ as mentioned in the articles D-113-2 and D113-3 the Code of Public-Administrative Relations. However, the general or specific information provided on the site cannot, moreover, constitute for users an interpretation of the applicable law creating a right enforceable against the authorities competent to examine their requests. 

Service-Public.fr presents official texts in plain language so that users can understand the legislation, know their obligations and rights, and be informed of the means of exercising them.

Service-Public.fr undertakes to regularly update its content (fact sheets, news, directories, guided letters, simulators, etc.). A last update date allows the user to check the freshness of the content they are viewing.

In case of doubt about updating a content, any user is invited to question the public service team via the messaging service of Service-Public.fr. Despite all due diligence, it is possible that some information may contain material errors.

Since the information and administrative services must be accessible to all users, and especially to persons with disabilities, Service-Public.fr is developed to respond as closely as possible to accessibility criteria established by the General Accessibility Repository for Administrations (GAR).

To make it easier for people who are struggling with the French language to understand, the site offers an automatic translation of its contents into English. Furthermore, its contents can be listened to by actuating the pictogram available at the top of each plug.

Users who are not familiar with the digital world can find support for the consultation of the site in digital public spaces, and also in the spaces of our partner France services.

All emails and calls sent by users are taken into account to continuously improve Service-Public.fr and eGovernment.

Every year, Service-Public.fr conducts several surveys online or by telephone to find out the level of satisfaction and expectations of users. These surveys allow the site to evolve to be as close as possible to needs.

• Code of relations between the public and the administration, in particular its articles D113-2 and D113-3 ;
• Order No. 2005-1516 of 8 December 2005 on electronic exchanges between users and administrative authorities and between administrative authorities;
• Decree No. 2010-31 of 11 January 2010 on the Directorate for Legal and Administrative Information;
• Decree No. 2009-730 of 18 June 2009 on the online storage space made available pursuant to Article 7 of Ordinance No. 2005-1516 of 8 December 2005 on electronic exchanges between users and administrative authorities and between administrative authorities;
• Order of 6 November 2000 establishing a website entitled ‘service-public.fr’;
• Order of 24 February 2016 integrating into the ‘service-public.fr’ website a teleservice enabling the user to complete all or part of the paperless administrative procedures and to have access to personalized information services;
• Deliberation of the CNIL n° 2015-411 of 12 November 2015 delivering an opinion on a draft decree on the implementation of processing of personal data incorporated in the service-public.fr system to enable, at a unified access point for the user, all or part of the paperless administrative procedures to be carried out and personalized information services to be provided (request for an opinion No 1878256).