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douane.gouv.fr

Setting the standard for a modern public services portal

Industry: Public Sector
Region: France
HQ: Montreuil
Company size: 16 947 employees

“Over the years we have built up a relationship of trust with French Customs, which has enabled us to take a proactive approach and provide end-to-end support for them.”

Jean-Marc Nahlovsky,
Atos

A hands-on project using leading-edge technologies

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French Customs has created a single new portal that brings together two separate web based systems – one handling transactions and the other its institutional activities – to help modernise interactions with its various audiences and the services it offers. Developed with the help of Atos, using the most advanced technologies and methods, the new portal has won positive feedback from users.

The challenge

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For French Customs, redesigning what is in effect both the gateway to all its online services and its corporate ‘shop window’ was a huge challenge, with numerous implications. First and foremost, the new portal needed to be built around a powerful, robust and secure architecture.

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The solution

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With its decade-long track record of successfully maintaining the ProDouane system, French Customs turned to Atos to deliver this extraordinary project. Atos drew on its numerous experts and its network of specialist partners to support all the technological, functional and methodological aspects of the project. This included using cutting-edge technologies (including DRUPAL 8, HTML 5, Ansible…) and the latest methods: SCRUM-based agile development, UX/UI to co-develop and optimise reporting, DevOps with users for continuous roll out, security by design…

Business benefit

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The new portal went live on 2 October 2019, and immediately proved its technical quality with excellent response times and very few glitches reported to the support team. The switchover to the new site was also a major technical operation, with no service interruptions thanks to the back-up portal, which enabled users to access all their usual services throughout the launch.

The new douane.gouv.fr site has been very well received by users, who appreciate the clarity of pathways and the more accessible content that is clearly focused around the tasks they want to carry out. The customer satisfaction rating among business users has jumped eight percentage points compared with ProDouane, and among SMEs it reached an all-time high of 94%.

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