{"id":164,"date":"2025-06-17T07:32:29","date_gmt":"2025-06-17T07:32:29","guid":{"rendered":"https:\/\/blog.wearehally.fr\/?p=164"},"modified":"2026-08-03T13:36:59","modified_gmt":"2026-08-03T13:36:59","slug":"citygo-safety-users-2","status":"publish","type":"post","link":"https:\/\/blog.wearehally.fr\/index.php\/2025\/06\/17\/citygo-safety-users-2\/","title":{"rendered":"Renforcer la safety et l’exp\u00e9rience des utilisateur\u00b7rices de Citygo"},"content":{"rendered":"\n

Michael Buczynski, directeur du service client de Citygo,<\/strong> rencontr\u00e9 lors de l’\u00e9v\u00e9nement SERI 2023, nous a sollicit\u00e9es pour accompagner et former son service client \u00e0 la compr\u00e9hension et au traitement des signalements de violences sexistes et sexuelles (VSS) et comportements discriminatoires. Il souhaitait \u00e9galement engager toutes les directions sur cette culture de l’exp\u00e9rience client\u00b7e et des responsabilit\u00e9s en mati\u00e8re de DSA. Depuis 2024, Hally accompagne Citygo dans ce programme, reconduit en 2025 pour former de nouvelles \u00e9quipes.<\/p>\n\n\n\n

Le Digital Services Act (DSA) est une l\u00e9gislation europ\u00e9enne qui r\u00e9gule les services num\u00e9riques pour garantir un environnement en ligne plus s\u00fbr et transparent. Il impose des obligations aux plateformes en mati\u00e8re de mod\u00e9ration de contenu, de protection des utilisateur\u00b7rices contre les contenus ill\u00e9gaux et de transparence des algorithmes. Pour Citygo, cela signifie traiter efficacement les signalements de comportements illicites et instaurer une culture d’entreprise qui met la s\u00e9curit\u00e9 des utilisateur\u00b7ices au coeur de ses d\u00e9cisions strat\u00e9giques.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Quels \u00e9taient les objectifs de Citygo ? <\/h2>\n\n\n\n

Citygo est une application de covoiturage urbain, mettant en relation des particuliers qui proposent des trajets et d’autres qui recherchent une solution de transport. Les objectifs principaux auxquels nous avons r\u00e9pondu \u00e9taient les suivants : \u200b<\/strong><\/p>\n\n\n\n

\n
    \n
  • Former et engager les directions des diff\u00e9rents d\u00e9partements pour qu’elles puissent participer activement \u00e0 la d\u00e9marche d’\u00e9galit\u00e9 et d’inclusion port\u00e9e par le service client. \u200b<\/li>\n\n\n\n
  • Donner des cl\u00e9s aux \u00e9quipes pour mieux pr\u00e9venir, identifier et r\u00e9soudre l<\/strong>es situations de violences sexistes et sexuelles pour am\u00e9liorer l’exp\u00e9rience des utilisateur\u00b7trices sur l’application. \u200b<\/strong><\/li>\n\n\n\n
  • Participer \u00e0 promouvoir une culture de l’inclusion, du respect et de l’impact soci\u00e9tal plus large au sein de l’entreprise.<\/li>\n<\/ul>\n<\/blockquote>\n\n\n\n

    Par quels moyens avons-nous r\u00e9pondu \u00e0 la demande de Citygo ? \ud83d\udca1 <\/h2>\n\n\n\n

    Nous avons mis en place un programme en 2 \u00e9tapes :<\/p>\n\n\n\n

    01. Workshop de la direction <\/h3>\n\n\n\n

    Le Workshop Safety des directions vise \u00e0 engager les responsables de chaque d\u00e9partement (Produit, Communication et Marketing, Relation client, Technique …) en leur permettant de r\u00e9fl\u00e9chir concr\u00e8tement \u00e0 leurs enjeux sp\u00e9cifiques et conna\u00eetre leurs obligations, et comment elles s’appliquent \u00e0 leur p\u00e9rim\u00e8tre.  <\/p>\n\n\n\n

    L’atelier aborde la d\u00e9finition l\u00e9gale et l’identification des diff\u00e9rentes formes de violences inter-personnelles qui peuvent exister entre users, les responsabilit\u00e9s et obligations des plateformes en mati\u00e8re de pr\u00e9vention et de r\u00e9action – dans le cadre du DSA notamment, ainsi que l’importance de la Safety tant en interne qu’en externe.<\/p>\n\n\n\n

    Elle propose \u00e9galement une r\u00e9flexion concr\u00e8te sur des actions et mesures op\u00e9rationnelles, en s’inspirant d’exemples de campagnes et d’initiatives r\u00e9ussies d’autres plateformes, et ce pour commencer une r\u00e9flexion collective sur les am\u00e9liorations \u00e0 apporter aux fonctionnalit\u00e9s ou projets existants.  <\/p>\n\n\n\n

    02. Formation du service client\u00b7e<\/h2>\n\n\n\n

    La formation est destin\u00e9e aux agent\u00b7es de mod\u00e9ration et aux membres du service client\u00b7e, visant \u00e0 les former \u00e0 la prise en charge des signalements de violences sexistes, sexuelles et discriminatoires. L’objectif est de permettre aux participant\u00b7es d’identifier ces violences, de comprendre leurs cons\u00e9quences, de ma\u00eetriser le processus interne et d’adapter leur pratique professionnelle.<\/p>\n\n\n\n

    Le contenu de la formation comprend une introduction aux diff\u00e9rentes formes de violences, l’\u00e9tude de leurs impacts psychologiques sur les victimes, et les bonnes pratiques pour accueillir la premi\u00e8re parole des victimes. Les participant\u00b7es apprennent \u00e0 appliquer le processus interne de traitement des signalements \u00e0 travers des cas concrets, et sont inform\u00e9\u00b7es des ressources disponibles pour l’accompagnement des victimes et des agent\u00b7es. La formation aborde \u00e9galement la d\u00e9construction des st\u00e9r\u00e9otypes, les d\u00e9finitions l\u00e9gales des violences, l’identification des situations de violence dans le cadre des trajets, et les sanctions p\u00e9nales et mesures internes correspondantes. Ce programme de formation a \u00e9t\u00e9 reconduit en 2025 pour accompagner les nouvelles \u00e9quipes dans cette d\u00e9marche.<\/p>\n\n\n\n

    Pour quels r\u00e9sultats et quel impact ? \ud83c\udfaf<\/h2>\n\n\n\n
    \"\"<\/figure>\n\n\n\n
    \"\"<\/figure>\n\n\n\n

    Hally : votre partenaire de confiance pour favoriser des espaces plus s\u00fbrs \ud83e\udd1d<\/h2>\n","protected":false},"excerpt":{"rendered":"

    Michael Buczynski, directeur du service client de Citygo, rencontr\u00e9 lors de l’\u00e9v\u00e9nement SERI 2023, nous a sollicit\u00e9es pour accompagner et former son service client \u00e0 la compr\u00e9hension et au traitement des signalements de violences sexistes et sexuelles (VSS) et comportements discriminatoires. Il souhaitait \u00e9galement engager toutes les directions sur cette culture de l’exp\u00e9rience client\u00b7e et…<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"categories":[1],"tags":[],"class_list":["post-164","post","type-post","status-publish","format-standard","hentry","category-cas-client"],"yoast_head":"\nRenforcer la safety et l'exp\u00e9rience des utilisateur\u00b7rices de Citygo - Hally - Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.wearehally.fr\/index.php\/2025\/06\/17\/citygo-safety-users-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Renforcer la safety et l'exp\u00e9rience des utilisateur\u00b7rices de Citygo - Hally - Blog\" \/>\n<meta property=\"og:description\" content=\"Michael Buczynski, directeur du service client de Citygo, rencontr\u00e9 lors de l’\u00e9v\u00e9nement SERI 2023, nous a sollicit\u00e9es pour accompagner et former son service client \u00e0 la compr\u00e9hension et au traitement des signalements de violences sexistes et sexuelles (VSS) et comportements discriminatoires. 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