Good practice

Conseillers Numériques France Services

Programme national déployant 4 000 conseillers numériques dans des structures de proximité et des centres France Services pour accompagner les citoyens en difficulté numérique ; 200 M€ investis ; 97 % des bénéficiaires déclarent avoir progressé ; 43 % ont plus de 70 ans ; 93 % ont réalisé des tâches qu'ils ne pouvaient pas accomplir avant.

4,000

Conseillers numériques déployés

€200M

Investissement

97%

Usagers ayant estimé avoir progressé

43%

Usagers de plus de 70 ans

Details

Maturity: Established
Promoter: Agence Nationale de la Cohésion des Territoires (ANCT)
Period: 2021–present
Keywords: digital exclusion, low digital skills, older adults, low-education adults, public services access

Context

Conseillers Numériques France Services est un programme national français qui déploie des conseillers numériques dans les espaces France Services et les lieux associatifs pour accompagner les citoyens peu à l'aise avec le numérique.

Results

Avec un investissement de 200 M€ et 4 000 conseillers, 97% des usagers ont estimé avoir progressé et 93% ont réalisé des démarches qu'ils ne pouvaient pas faire auparavant ; 43% des usagers avaient plus de 70 ans.

Implementation

Implementation detail (cost, timeline, staffing, conditions for success) is not yet available for this practice.

Data sources

Where this practice's information was retrieved from, and when.

C-NAPSE web research — accessed 2026-06-21
Agence Nationale de la Cohésion des Territoires (ANCT) — accessed 2026-06-21
ANCT/Société Numérique evaluation report — accessed 2026-06-21
Acteurs Publics analysis (independent policy press) — accessed 2026-06-21
Banque des Territoires overview — accessed 2026-06-21

Attachments

Source image

Quality score: 92/100

How is this calculated?

Evidence: Descriptive / self-reported

Top 6% in this catalogue (573 scored practices)

Scores cluster high, so position within the catalogue is often more telling than the number alone.

Evaluation

Evaluated by C-NAPSE

Score profile — the dimensions behind the score — how it's computed

Innovation level3/5

National-scale deployment of 4,000 dedicated digital mediation roles embedded in territorial community structures and co-designed with local authorities represents a distinctly novel and ambitious public model.

Sustainability (ongoing)1/1

70% of advisor positions renewed with continued state funding; 60% of host organisations had no equivalent role before the programme, indicating structural embedding.

Evaluation evidence1/1

Formal independent evaluation by ANCT/Askoria/Asdo études using mixed methods (surveys + qualitative fieldwork in 5 territories) found 97% of users reported making progress.

Demonstrated reach1/1

4,000 advisors deployed nationally serving a population skewing toward 70+ year-olds (43%) and adults without baccalaureate (59%), the most digitally excluded groups.

Documented learning1/1

Published evaluation reports detail barriers and success factors from 5 diverse territories, explicitly designed to inform replication and adaptation in other regions and countries.

Cite this

Evidoria. Conseillers Numériques France Services. Persistent ID: 8594d972-b307-4b0d-8d5c-666c82889445.

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