{"id":32384,"date":"2021-10-26T11:59:43","date_gmt":"2021-10-26T09:59:43","guid":{"rendered":"https:\/\/www.teachonmars.com\/?p=32384"},"modified":"2022-06-21T12:40:42","modified_gmt":"2022-06-21T10:40:42","slug":"information-first-sncf-information-voyageur-clients-implication-agents","status":"publish","type":"post","link":"https:\/\/www.teachonmars.com\/fr\/blog\/2021\/10\/information-first-sncf-information-voyageur-clients-implication-agents\/","title":{"rendered":"Avec \u201cInformation first\u201d, la SNCF sensibilise les agents de terrain pour un meilleur service client"},"content":{"rendered":"<p>[et_pb_section fb_built=\u00a0\u00bb1&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.17.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; global_colors_info=\u00a0\u00bb{}\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;]<\/p>\n<p>Le <a href=\"https:\/\/www.sncf.com\/fr\/groupe\/profil-et-chiffres-cles\/portrait-entreprise\/qui-sommes-nous\" target=\"_blank\" rel=\"noopener\">Groupe SNCF<\/a>, qui compte aujourd\u2019hui plus de 250 000 salari\u00e9s, a entam\u00e9 depuis quelques ann\u00e9es d\u00e9j\u00e0 une transformation digitale pour toujours mieux accompagner les millions de voyageurs transport\u00e9s chaque jour. Le <strong>programme \u201cInformation First SNCF\u00a0\u00bb<\/strong> dirig\u00e9 par <a href=\"https:\/\/www.linkedin.com\/in\/emmanuelteboul\/\" target=\"_blank\" rel=\"noopener\">Emmanuel Teboul<\/a>, a pour objectif d\u2019am\u00e9liorer l\u2019information voyageur, notamment en situation perturb\u00e9e.<\/p>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||0px||false|false\u00a0\u00bb custom_padding=\u00a0\u00bb||0px||false|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<h2>Le programme \u201cInformation First\u201d en quelques mots&#8230;<\/h2>\n<p>Cr\u00e9\u00e9 en 2017, le programme \u00ab\u00a0Information First\u00a0\u00bb vise \u00e0 <strong>am\u00e9liorer l\u2019information voyageur en situation perturb\u00e9e<\/strong>. L\u2019information voyageur est un fondamental de l\u2019entreprise au m\u00eame titre que la s\u00e9curit\u00e9 et la ponctualit\u00e9. Afin d\u2019ancrer les principes de l\u2019information voyageur aupr\u00e8s des agents de terrain, le programme a voulu cr\u00e9er une <strong>animation \u00e0 la fois ludique et formatrice<\/strong>. La solution choisie s\u2019appuie sur la technologie Teach on Mars et a propos\u00e9 un \u00ab\u00a0quiz de l\u2019info\u00a0\u00bb se d\u00e9roulant sur 8 semaines avec un syst\u00e8me d\u2019inscription par activit\u00e9 (Voyages, Transilien, TER, R\u00e9seau, Gares&amp;Connexions) et par m\u00e9tier. Deux s\u00e9quences sp\u00e9cifiques permettaient de gagner des points : des vid\u00e9os et des \u00ab\u00a0le saviez-vous\u00a0\u00bb d\u2019une part, la partie quiz \u2013 offrant la possibilit\u00e9 de rejouer \u2013 d\u2019autre part.<\/p>\n<p>[\/et_pb_text][et_pb_image src=\u00a0\u00bbhttps:\/\/www.teachonmars.com\/wp-content\/uploads\/2021\/10\/ambition-information-first-1.png\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb module_alignment=\u00a0\u00bbcenter\u00a0\u00bb custom_margin=\u00a0\u00bb7px||||false|false\u00a0\u00bb custom_padding=\u00a0\u00bb7px||||false|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_image][et_pb_text _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||5px||false|false\u00a0\u00bb custom_padding=\u00a0\u00bb||5px||false|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<h2>\u00c0 quels enjeux et besoins r\u00e9pond le programme \u201cInformation first\u201d ?<\/h2>\n<p>L\u2019enjeu principal consiste \u00e0 am\u00e9liorer l\u2019information voyageur dans l\u2019entreprise SNCF\u2026 une priorit\u00e9 qui n\u00e9cessite de passer par une <strong>transformation culturelle<\/strong> importante vers les agents de terrain. Pour ce faire, il est n\u00e9cessaire d\u2019<strong>ancrer les fondamentaux de l\u2019information<\/strong> voyageur chez chacun des salari\u00e9s de l\u2019entreprise. La cible particuli\u00e8rement vis\u00e9e est celle des agents de terrain qui n\u2019est pas simple \u00e0 atteindre en mati\u00e8re de formation et \u00e0 embarquer sur une m\u00eame th\u00e9matique comme celle de l\u2019information voyageur.<\/p>\n<p>Le syst\u00e8me de quiz par th\u00e8mes coupl\u00e9 avec un enjeu de lots sous forme d\u2019une bonne action vers des associations a \u00e9t\u00e9 un moyen ludique de formation aux gestes m\u00e9tiers, aux outils de l\u2019information voyageur. En lien avec les valeurs de l\u2019entreprise, nous avons fait le choix d\u2019un <strong>partenariat avec <a href=\"https:\/\/www.sncf.com\/fr\/engagements\/fondation-sncf\" target=\"_blank\" rel=\"noopener\">La Fondation SNCF<\/a>.<\/strong> Ainsi, la participation au quiz \u00e9tait corr\u00e9l\u00e9e \u00e0 des dons vers 3 associations :<\/p>\n<ul>\n<li>France Nature Environnement<\/li>\n<li>Stop Ill\u00e9ttrisme<\/li>\n<li>Entraide Scolaire Amicale<\/li>\n<\/ul>\n<p>[\/et_pb_text][et_pb_image src=\u00a0\u00bbhttps:\/\/www.teachonmars.com\/wp-content\/uploads\/2021\/10\/associations-information-first.png\u00a0\u00bb alt=\u00a0\u00bbassociations partenaires information first\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb module_alignment=\u00a0\u00bbcenter\u00a0\u00bb custom_margin=\u00a0\u00bb0px||||false|false\u00a0\u00bb custom_padding=\u00a0\u00bb0px||||false|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_image][et_pb_text _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||||false|false\u00a0\u00bb custom_padding=\u00a0\u00bb||||false|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<p>Les actions de communication pour promouvoir la d\u00e9marche ont beaucoup insist\u00e9 sur cette op\u00e9ration m\u00ealant solidarit\u00e9, d\u00e9veloppement des savoirs et efficacit\u00e9 op\u00e9rationnelle.<\/p>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<h2>Quels types de m\u00e9tier avez-vous cibl\u00e9s ?<\/h2>\n<p>Le quiz s\u2019adressait aux agents de terrain des 7 m\u00e9tiers qui concourent \u00e0 l\u2019information voyageur : Contact clients, Centres op\u00e9rationnels, Circulation, Conduite, Mat\u00e9riel, S\u00fbret\u00e9 ferroviaire, Maintenance. Soit 100 000 personnes dont 3000 managers.[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.17.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; global_colors_info=\u00a0\u00bb{}\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;]<\/p>\n<h2>Avez-vous rencontr\u00e9 des contraintes dans la mise en place du projet ?<\/h2>\n<p>La principale difficult\u00e9 r\u00e9sidait dans le fait de toucher tous ces m\u00e9tiers en m\u00eame temps avec <strong>un seul outil qui soit ludique, efficace et accessible<\/strong>. Il fallait \u00e9galement que personne ne se sente oubli\u00e9 et que le quiz soit donc <a href=\"https:\/\/www.teachonmars.com\/blog\/2018\/07\/bdigit-lapplication-dacculturation-au-digital-pour-les-106-000-collaborateurs-du-groupe-bpce\/\" target=\"_blank\" rel=\"noopener\"><strong>ouvert \u00e0 toute l\u2019entreprise<\/strong><\/a>.<\/p>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.17.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; global_colors_info=\u00a0\u00bb{}\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;]<\/p>\n<h2>Qu\u2019est-ce qui fait de cette solution un dispositif innovant ?<\/h2>\n<ul>\n<li>Le <strong>format mobile de &lsquo;Information First SNCF&rsquo;<\/strong>\u00a0g\u00e9n\u00e9ralis\u00e9 pour l\u2019ensemble des cibles, facile \u00e0 utiliser dans les transports notamment m\u00eame hors ligne.<\/li>\n<li>L\u2019<strong>acc\u00e8s simple et s\u00e9curis\u00e9<\/strong> individuellement via un SSO.<\/li>\n<li>Le <strong>format p\u00e9dagogique<\/strong> l\u00e9ger \u00e0 produire, \u00e0 diffuser et \u00e0 appr\u00e9hender pour l\u2019apprenant : vid\u00e9o, approfondissement et quiz.<\/li>\n<li>La <strong>dimension soci\u00e9tale<\/strong> : les ann\u00e9es pr\u00e9c\u00e9dentes <a href=\"https:\/\/www.teachonmars.com\/blog\/2017\/05\/gamification\/\" target=\"_blank\" rel=\"noopener\">les points gagn\u00e9s<\/a> via le quiz donnaient lieu \u00e0 des cadeaux mat\u00e9riels (tablette, week-end\u2026) cette ann\u00e9e dans le contexte du COVID le fait de reverser les gains \u00e0 des associations caritatives proches de nos m\u00e9tiers est apparu comme une \u00e9vidence pour toutes les parties prenantes.<\/li>\n<\/ul>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<h2>Quels ont \u00e9t\u00e9 les facteurs de succ\u00e8s de ce projet ?<\/h2>\n<ul>\n<li>Nous avons obtenu <strong>10 000 participants, en 2 mois, sur l&rsquo;app Information First SNCF<\/strong>, ce qui correspond \u00e0 plus de <strong>200 jours de formation<\/strong> !<\/li>\n<li>Des <strong>retours positifs<\/strong> de managers et de participants. De nombreux managers ont utilis\u00e9 le quiz dans leurs points quotidiens (\u00ab\u00a0les points 5 minutes\u00a0\u00bb) pour challenger leurs \u00e9quipes sur ce th\u00e8me gr\u00e2ce au quiz.<\/li>\n<li>Sur le r\u00e9seau social d\u2019entreprise \u2013 Yammer \u2013 <strong>la fr\u00e9quentation a augment\u00e9 de 10%<\/strong> durant la p\u00e9riode du quiz.<\/li>\n<li>La possibilit\u00e9 de <strong>faire des dons<\/strong> (15000 euros) \u00e0 3 associations selon le nombre de participants a beaucoup plu aux participants ainsi qu\u2019\u00e0 La Fondation SNCF. Cette initiative a insuffl\u00e9 des id\u00e9es \u00e0 d\u2019autres entit\u00e9s d\u2019engager des actions similaires.<\/li>\n<\/ul>\n<p>[\/et_pb_text][et_pb_image src=\u00a0\u00bbhttps:\/\/www.teachonmars.com\/wp-content\/uploads\/2021\/10\/verbatims-sncf.png\u00a0\u00bb alt=\u00a0\u00bbretours positifs utilisateurs information first\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb module_alignment=\u00a0\u00bbcenter\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_image][et_pb_text _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<h2>Quelles le\u00e7ons avez-vous tir\u00e9 de ce projet ?<\/h2>\n<p>Nous avons appris \u00e0 <strong>associer le savoir \u00e0 la g\u00e9n\u00e9rosit\u00e9<\/strong>\u2026 En ces temps de crise, c\u2019est primordial ! Les participants ont accept\u00e9 de recevoir des prix plus modestes pour donner plus \u00e0 ceux qui en ont le plus besoin.<br \/>\nNous avons fait <strong>collaborer diff\u00e9rentes entit\u00e9s<\/strong> de l\u2019entreprise : l\u2019informatique, le r\u00e9seau de Responsables Info Voyageur, la communication via le r\u00e9seau des communicants de l\u2019entreprise, correspondant formation\u2026 le tout appuy\u00e9 par la mobilisation de nos grands patrons qui nous ont m\u00eame envoy\u00e9 une photo d\u2019eux jouant au quiz.[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<h2>Quelle sont les futures \u00e9volutions du projet<\/h2>\n<p>On peut tout faire avec du digital learning et notre exp\u00e9rience d\u2019<strong>associer formation et solidarit\u00e9<\/strong> nous a apport\u00e9 que de bons retours. Nous avons \u00e9t\u00e9 sollicit\u00e9s par d\u2019autres directions qui souhaitent mener des op\u00e9rations identiques et viennent chercher conseil aupr\u00e8s de nous.[\/et_pb_text][et_pb_image _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le Groupe SNCF, qui compte aujourd\u2019hui plus de 250 000 salari\u00e9s, a entam\u00e9 depuis quelques ann\u00e9es d\u00e9j\u00e0 une transformation digitale pour toujours mieux accompagner les millions de voyageurs transport\u00e9s chaque jour. Le programme \u201cInformation First SNCF\u00a0\u00bb dirig\u00e9 par Emmanuel Teboul, a pour objectif d\u2019am\u00e9liorer l\u2019information voyageur, notamment en situation perturb\u00e9e.Le programme \u201cInformation First\u201d en quelques [&hellip;]<\/p>\n","protected":false},"author":17,"featured_media":32401,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[52],"tags":[],"class_list":["post-32384","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cas-clients"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.6 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Information first SNCF sensibilise les agents de terrain pour un meilleur service client<\/title>\n<meta name=\"description\" content=\"Avec 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