The FPS Economy, SMEs, Self-employed and Energy has chosen to highlight four fundamental values in order to provide the best service to consumers and businesses.
These values are:
- The services provided;
- Internal organisation;
- Dedication to the users of the services of FPS Economy, SMEs, Self-employed and Energy
These four values are more narrowly described in the “User Protocol for the FPS Economy” that the Department developed to harmonise and improve relationships with various target groups, such as individuals, companies, the academic world, federations or students.
The FPS Economy, SMEs, Self-employed, and Energy has for ambition to be as accessible as possible to users. Accessibility can be physical, for classic “face-to-face” meetings with users, or non-physical (e-mail, telephone, letter, fax). It encompasses not only free building access and welcoming, but also providing free information, being open every day of the week, quickly responding to information requests and offering free Contact Center services as well as a user-friendly and up-to-date website.
The FPS Economy, SMEs, Self-employed and Energy combines a high quality of service and quick reactivity, while assuring coherence with the user’s needs and ensuring that the user is always able to react. The FPS Economy, SMEs, Self-employed and Energy also makes sure to inform the user of his file status, to adapt their communication style according to the user and to provide digital services to the user.
The FPS Economy, SMEs, Self-employed and Energy strives to maintain a good internal communication (via a transversal organisation of departments) and an organisation which assesses its services and takes steps to remedy any shortcomings.
The users of FPS Economy, SMEs, Self-employed and Energy may be classified according to their interests and/or activities. However, the different capacities of each user must also be respected.
In this regard, the FPS Economy, SMEs, Self-employed and Energy strives to:
- take into account all possible target groups: individuals, NGOs, businesses, professional federations, students, the academic world, associations, etc.; the FPS Economy, SMEs, Self-employed and Energy tries to maintain an approach that is fair to all users in order to avoid any discrimination between user groups;
- take into consideration the diversity of users and adapt the accessibility of its services accordingly; particular attention is paid to persons with disabilities and low-income individuals.