Call quality indicators and telecom expense management for public administration
Implementation of a fixed-line telecom expense management and call-quality measurement solution for the Procurement and IT Departments of the French Ministry of the Interior
The French Ministry of the Interior is the government department responsible for internal security, territorial administration, and public liberties. It employs 300,000 staff with an annual budget of 34 billion euros. Saaswedo has supported the Ministry since 2002 with a dedicated team of 2 specialists focused on telecom expense management and the measurement of call-quality indicators within prefectures.
- Analyze call-handling quality across prefectures and public services
- Allocate fixed-line telecom expenses across the various services of shared sites
- Control carrier invoices for fixed-line telephony across the entire scope
- Trace all incoming and outgoing calls for retrospective verification
- Set up quality indicators for citizens accessing public services
- Industrialize the internal rebilling process between departments and prefectures
- Ensure full transparency of public telecom expenditures
The build phase was structured around three core steps. First, framework workshops were held for each work stream: indicator calculation rules, organizational review, integration of new carrier rates, reporting, and billing/rebilling rules (notably for the Prefecture of Police). Then, the solution redeployment phase covered platform configuration, testing, adjustments, functional acceptance testing (UAT), full documentation, and training of end-user teams. Finally, the definition of roles was formalized through a RACI clarifying governance between the Procurement Department, the IT Department, and Saaswedo.
The run phase orchestrates a recurring six-step operational cycle: CDR integration (Call Detail Records), data integrity and consistency checks, automation monitoring of allocations and indicator calculations, organizational repository updates, management of releases and functional updates, then regular governance committees with Ministry departments. The whole process is supported by a 5/7 business-hours support ensuring service continuity.
The auditelcom platform orchestrates a complete flow between Ministry users (Quality Managers, IT, Finance) and the telecom carrier ecosystem: automated integration of invoices and CDRs via web services, carrier management with price catalog and invoices, and organization management (sites and users). Financial management ensures invoice control, billing export, internal rebilling, and budget management. A dedicated module for call-quality indicator management completes the solution. The whole system is operated in managed-service mode by Saaswedo.
The deployed solution has enabled the Ministry to improve call-handling quality for citizens accessing public services, by measuring and managing dedicated performance indicators across prefectures. The Ministry now relies on a centralized tool for controlling fixed-line telecom expenses and usages across the entire national territory. Invoice control is simplified and budget tracking is strengthened. Finally, the traceability of all incoming and outgoing calls enables retrospective verification, ensuring full transparency and compliance of public expenditures.
Since 2002, the auditelcom solution deployed by Saaswedo has supported the French Ministry of the Interior in managing its telecom expenses and measuring the call-handling quality of its prefectures, serving 300,000 staff and a budget of 34 billion euros. The dedicated Saaswedo team provides 5/7 business-hours support to ensure service continuity. This engagement, one of Saaswedo’s longest-running collaborations in the public sector, demonstrates the ability of our solution to meet the specific transparency, traceability, and budgetary requirements of the French public administration.
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