{"id":4497,"date":"2025-02-06T11:45:37","date_gmt":"2025-02-06T10:45:37","guid":{"rendered":"https:\/\/www.tlscontact.com\/?p=4497"},"modified":"2025-02-06T12:05:14","modified_gmt":"2025-02-06T11:05:14","slug":"combiner-les-equipes-et-la-technologie-pour-proposer-des-services-de-visa-dexception","status":"publish","type":"post","link":"https:\/\/www.tlscontact.com\/fr\/insights\/savoir-faire-digital\/combiner-les-equipes-et-la-technologie-pour-proposer-des-services-de-visa-dexception\/","title":{"rendered":"Combiner les \u00e9quipes et la technologie pour proposer des services de visa d\u2019exception\u00a0"},"content":{"rendered":"\n<p>Chez TLScontact, notre priorit\u00e9 absolue est la satisfaction client\u202f: celle des gouvernements que nous repr\u00e9sentons, et des demandeurs de visa qui utilisent nos services.\u00a0\u00a0<\/p>\n\n\n\n<p>Au sein de l\u2019\u00e9quipe des op\u00e9rations transverses que je dirige, nous employons toute une gamme d&rsquo;outils technologiques pour g\u00e9rer, surveiller et ma\u00eetriser nos op\u00e9rations, et am\u00e9liorer continuellement nos performances. Nous nous appuyons aussi sur une \u00e9quipe de managers et d&rsquo;experts qui sont capables de r\u00e9pondre rapidement et efficacement aux diff\u00e9rents d\u00e9fis que nous pouvons rencontrer, partout dans le monde.&nbsp;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Notre technologie<\/strong>\u00a0<\/h2>\n\n\n\n<p>Notre <strong>plateforme technologique<\/strong> permet \u00e0 nos responsables des op\u00e9rations de :&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Suivre en temps r\u00e9el le nombre de rendez-vous attendu chaque jour, en veillant \u00e0 ce que les dossiers recueillis soient trait\u00e9s et transf\u00e9r\u00e9s aux services gouvernementaux dans les d\u00e9lais requis.\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Surveiller le temps pass\u00e9 par les demandeurs de visa aux diff\u00e9rentes \u00e9tapes du processus (documentation et enr\u00f4lement biom\u00e9trique), afin de limiter le temps d&rsquo;attente, conform\u00e9ment aux accords sur le niveau de service (SLA) stricts \u00e9tablis par nos clients gouvernementaux.\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>V\u00e9rifier que la qualit\u00e9 des dossiers de demande de visa r\u00e9pond aux attentes de nos clients.\u00a0\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Voir qui a trait\u00e9 une demande particuli\u00e8re \u00e0 chaque \u00e9tape du processus, \u00e0 des fins d&rsquo;int\u00e9grit\u00e9 et de qualit\u00e9.\u00a0<\/li>\n<\/ul>\n\n\n\n<p>Notre <strong>interface d\u00e9di\u00e9e pour nos clients gouvernementaux <\/strong>nous permet de partager ces informations presque en temps r\u00e9el avec les missions diplomatiques et les services des visas, pour assurer un maximum de transparence. Nos clients peuvent \u00e9galement acc\u00e9der aux dossiers individuels, suivre les tables de rendez-vous, v\u00e9rifier que nous respectons nos SLA et, gr\u00e2ce \u00e0 un module d\u00e9di\u00e9, communiquer efficacement avec le centre des visas. \u00a0<br>\u00a0<br>Enfin, gr\u00e2ce \u00e0 notre <a href=\"https:\/\/www.tlscontact.com\/fr\/insights\/experience-client\/une-approche-axee-sur-les-donnees-pour-ameliorer-la-communication-client\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">programme de collecte et de traitement des commentaires des clients, ou \u00ab\u202fEnterprise Feedback Management\u202f\u00bb (EFM)<\/mark><\/strong><\/a>, nous sommes en mesure de recueillir les commentaires des demandeurs \u00e0 des \u00e9tapes cl\u00e9s de leur parcours. Ces informations compl\u00e8tent les autres donn\u00e9es collect\u00e9es. Nous cr\u00e9ons ensuite des rapports sur la conformit\u00e9 et pour identifier des tendances, et effectuons des analyses pour assurer le respect des normes de service convenues et l\u2019am\u00e9lioration continue de notre qualit\u00e9 de service, en mettant en place des mesures correctives si besoin.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Nos \u00e9quipes<\/strong>\u00a0<\/h2>\n\n\n\n<p>Notre \u00e9quipe centralis\u00e9e de surveillance des op\u00e9rations \u2013 que nous appelons notre <strong>Tour de contr\u00f4le<\/strong> \u2013 apporte un soutien aux responsables de nos centres de visas pour assurer l&rsquo;excellence op\u00e9rationnelle. Un<strong> tableau de bord<\/strong> quotidien rempli par les responsables locaux nous permet de confirmer que tous nos centres fonctionnent correctement au d\u00e9but de chaque journ\u00e9e, et que les op\u00e9rations sont bien cl\u00f4tur\u00e9es \u00e0 la fin de la journ\u00e9e.&nbsp;<\/p>\n\n\n\n<p>L&rsquo;\u00e9quipe de la Tour de contr\u00f4le effectue r\u00e9guli\u00e8rement des v\u00e9rifications proactives sur les indicateurs cl\u00e9s de performance, afin d&rsquo;identifier les \u00e9ventuels risques. Gr\u00e2ce aux donn\u00e9es recueillies, elle surveille la conformit\u00e9, examine les performances, analyse les erreurs, communique sur les incidents et les risques, et peut mobiliser les \u00e9quipes pour agir si n\u00e9cessaire.&nbsp;<\/p>\n\n\n\n<p>En identifiant les erreurs r\u00e9currentes et en comprenant leurs causes profondes, nous sommes en mesure de mettre en place des strat\u00e9gies efficaces pour \u00e9viter qu&rsquo;elles ne se reproduisent.&nbsp;<\/p>\n\n\n\n<p>L&rsquo;une des \u00e9quipes les plus importantes que la Tour de contr\u00f4le peut mobiliser est notre <strong>\u00ab<\/strong>\u202f<strong>Tiger Team\u202f\u00bb<\/strong>. Il s&rsquo;agit d&rsquo;un concept rendu c\u00e9l\u00e8bre par la Tiger Team de sp\u00e9cialistes de la NASA, qui ont sauv\u00e9 la vie de l&rsquo;\u00e9quipage de la mission lunaire <em>Apollo 13<\/em> en 1970. Lorsqu&rsquo;une partie du module de service de la mission a mal fonctionn\u00e9, l&rsquo;\u00e9quipe de la NASA a r\u00e9solu les probl\u00e8mes pour ramener l&rsquo;\u00e9quipage en toute s\u00e9curit\u00e9 sur Terre.&nbsp;<\/p>\n\n\n\n<p>Chez TLScontact, notre \u00e9quipe d&rsquo;environ 200 sp\u00e9cialistes des op\u00e9rations peut \u00eatre mobilis\u00e9e \u00e0 tout moment o\u00f9 le besoin se fait sentir, en quelques heures, et sa mission dure jusqu&rsquo;\u00e0 la r\u00e9solution de l&rsquo;incident et le retour \u00e0 la conformit\u00e9 des op\u00e9rations. Elle peut \u00e9galement \u00eatre d\u00e9ploy\u00e9e pour soutenir des projets majeurs. Par exemple, lors <a href=\"https:\/\/www.tlscontact.com\/fr\/actualites\/tlscontact-ouvre-32-nouveaux-points-de-service-pour-les-demandes-de-visa-et-de-naturalisation-au-royaume-uni\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">du lancement de nos 32 points de service pour les demandes de visa et de naturalisation (VCAS)<\/mark><\/strong><\/a> au Royaume-Uni en octobre 2024, nous avons envoy\u00e9 environ 40 personnes sur place pendant plusieurs semaines pour soutenir nos \u00e9quipes VCAS locales et g\u00e9rer au mieux la transition depuis l&rsquo;ancien prestataire de services.\u00a0<\/p>\n\n\n\n<p>L&rsquo;objectif principal de la Direction des op\u00e9rations transverses est de veiller \u00e0 ce que nos centres de visas fonctionnent parfaitement \u00e0 tout moment. Cependant, des incidents peuvent survenir, m\u00eame dans un secteur hautement r\u00e9glement\u00e9 et ax\u00e9 sur les processus, comme celui des visas. Si des \u00e9v\u00e9nements se produisent, le dispositif mis en place, et d\u00e9taill\u00e9 dans cet article, nous donne l\u2019assurance de pouvoir y faire face.&nbsp;&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>Article \u00e9crit par Morgan Caujolle, <\/strong><br><strong><em>Directeur des op\u00e9rations transverses<\/em><\/strong>\u00a0<\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>Chez TLScontact, notre priorit\u00e9 absolue est la satisfaction client\u202f: celle des gouvernements que nous repr\u00e9sentons, et des demandeurs de visa qui utilisent nos services.\u00a0\u00a0 Au sein de l\u2019\u00e9quipe des op\u00e9rations transverses que je dirige, nous employons toute une gamme d&rsquo;outils technologiques pour g\u00e9rer, surveiller et ma\u00eetriser nos op\u00e9rations, et am\u00e9liorer continuellement nos performances. Nous nous [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":4500,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[184],"tags":[],"class_list":["post-4497","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-savoir-faire-digital"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Combiner les \u00e9quipes et la technologie pour proposer des services de visa d\u2019exception\u00a0 - TLScontact<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.tlscontact.com\/en\/non-classifiee\/teams-and-technology-the-winning-combination-for-world-class-visa-services\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Combiner les \u00e9quipes et la technologie pour proposer des services de visa d\u2019exception\u00a0 - TLScontact\" \/>\n<meta property=\"og:description\" content=\"Chez TLScontact, notre priorit\u00e9 absolue est la satisfaction client\u202f: celle des gouvernements que nous repr\u00e9sentons, et des demandeurs de visa qui utilisent nos services.\u00a0\u00a0 Au sein de l\u2019\u00e9quipe des op\u00e9rations transverses que je dirige, nous employons toute une gamme d&rsquo;outils technologiques pour g\u00e9rer, surveiller et ma\u00eetriser nos op\u00e9rations, et am\u00e9liorer continuellement nos performances. 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