Office-Support Services – Customer Service Missions - Processing Overflow Requests. Îledefrance Mobilités Manages Relations With Travelers, In Conjunction With Transport Operators Who Provide Responses To The Majority Of User Requests. Some User Requests Are Processed Directly By Îledefrance Mobilités. In This Market, “Requests” Or “Complaints” Include Any Contact, Whether A Request For Information Or A Complaint. Requests From Transport Operators Historically, Public Transport Users In The Ile-De-France Region Can Make A Request Via Different Contact Channels: Form, Telephone, Social Networks, Mail Or Even Chatbot. These Contact Channels Are Made Available By Transport Operators And Concessionaires In Charge Of Operating Transport Lines Or Mobility Services, As Well As By Comutitres, A Subsidiary Of Îledefrance Mobilités (For Pricing And Ticketing). Centralization Of Requests By Îledefrance Mobilités For Several Years, Îledefrance Mobilités Has Also Benefited From Its Own Contact Channels, Such As A Telephone Number For Îledefrance Mobilités Offices, A Postal Address Or Accounts On Social Networks. In Addition, Îledefrance Mobilités Is Implementing A Strategy For Centralizing Requests, Making It Easier For Users And Responding To The Challenges Of Opening Transport To Competition. Thus, The Single Form (Available From The Îledefrance Mobilités Website) And The Unified Number (Currently Being Deployed) Make It Possible To Collect Complaints For Any Request Related To Public Transport In The Ile-De-France Region. Depending On The Reason For The Request, The Complaint Is Redirected To The Competent Contact, Who Responds To The User (Example: For A Request Linked To The Rer C, The Request Is Redirected To Sncf Transilien).
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