Recommendation : 3. Make the digital service available and accessible to the greatest number of users
Has a human fall-back been prepared to backup the service's utilization ?
Uses
A People
C Planet
A Prosperity
Difficulty
N/A
Priority
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Récurrence
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Tests
After how many unsuccessful attempts is the user put in touch with a human operator?
Precisions
The task of user assistance is most often delegated to a PLC, in order to provide quick answers and avoid waiting times for frequently asked answers. Dealing with a PLC can be frustrating , therefore humain contact assitance must be avaliable, without neglegting the Sustainable IT criteria.
Additional elements
Rule for assessing the level of compliance of the criterion
/
Life cycle
Utilisation
7 other criteria related to the recommendation: Make the digital service available and accessible to the greatest number of users
Methodology
Is a policy for compatibility with obsolete terminals and software versions established ?
Methodology
Are the obstacles to the use of digital technology (accessibility, technical, territorial) taken into account ?
Methodology
What solutions have been deployed to fight against electronicism and simplify uses and services ?
Methodology
Are the technological, social, physical and temporal criteria that allow your users to reach their aim and limit the digital gap taken into account ?
Methodology
Does the service work with weak connections ?
Methodology
Are the assistance service access mechanisms available and suitable for all audiences ?
Technology
In the definition of personae, have the target versions of devices, OS and browsers been taken into account ?