Values

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:

• Accessibility;
• The services provided;
• Internal organisation;
• Dedication to the users of the services of FPS Economy, SMEs, Self-employed and Energy

These four values are also found in the “User Protocol for the FPS Economy” developed by the Department in order to harmonise and improve its contact with target groups, whether individuals, companies, the academic world, federations or students.

Accessibility

The FPS Economy, SMEs, Self-employed, and Energy has an ambition to be as accessible as possible for the user. This accessibility can be physical, for classic “face-to-face” meetings with the user, or non-physical (e-mail, telephone, letter, fax). It refers to not only free access to buildings and the welcome of visitors but also providing information freely, remaining open every day of the week, responding to information requests quickly and offering a free Contact Centre as well as a user-friendly and up-to-date website.

Services provided

The FPS Economy, SMEs, Self-employed and Energy combines a high quality of service and quick reactivity. All this while remaining in 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.

Internal organisation

The FPS Economy, SMEs, Self-employed and Energy strives to maintain good internal communication (via a transversal organisation of departments) and an organisation which evaluates its services and takes steps to remedy any shortcomings.

Target groups

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 which 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.