Support to the Public Services Mutation Through Continuous Improvement in a French Metropolis

Public services have their own principles and codes in order to address needs of general interest through the procurement of physical objects, information or services to various kinds of users. Characterized by a political context and a dedicated legal framework, public services have also specific constraints and objectives. This communication shows how continuous improvement methods born in an industrial context could be adapted for addressing the specificity of public service, especially in the new context of “Smart Cities”.