SUCCESS STORY: MAIRIE DE VINCENNES Aligning Public Services with Customer Expectations Mairie de Vincennes Centralises Service for an Improved Customer Experience Assuring Citizen- Centric Support People have many reasons to visit the Mairie de Vincennes—to discuss child care, driving licence requests, civil status, payments, road maintenance, planning requests, id and passport applications, to name a few. As taxpayers, customers expect great service. “The things that matter most are short waiting times, discreet surroundings, and professional staff who respond quickly and effectively,” said Laetitia Henry, Director of the Unique Welcome Centre. However, even to address one issue, citizens frequently had to travel to several offices—and sometimes produce the same documents a

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