{"id":15603,"date":"2026-06-17T14:22:00","date_gmt":"2026-06-17T13:22:00","guid":{"rendered":"https:\/\/lamarina.bj\/?p=15603"},"modified":"2026-06-17T07:40:32","modified_gmt":"2026-06-17T06:40:32","slug":"telecoms-comment-larcep-benin-compte-automatiser-la-gestion-des-litiges","status":"publish","type":"post","link":"https:\/\/lamarina.bj\/index.php\/2026\/06\/17\/telecoms-comment-larcep-benin-compte-automatiser-la-gestion-des-litiges\/","title":{"rendered":"T\u00e9l\u00e9coms : Comment l\u2019ARCEP B\u00e9nin compte automatiser la gestion des litiges"},"content":{"rendered":"\n<p><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-red-color\"><strong>R\u00e9gulation, La Marina BJ<\/strong><\/mark> \u2013 <strong><em>Une mise \u00e0 niveau technologique d&rsquo;envergure se pr\u00e9pare \u00e0 l&rsquo;Autorit\u00e9 de R\u00e9gulation des Communications \u00c9lectroniques et de la Poste du B\u00e9nin (ARCEP). Selon nos informations, le r\u00e9gulateur s&rsquo;appr\u00eate \u00e0 centraliser et automatiser l&rsquo;ensemble de son dispositif de traitement des plaintes sectorielles.<\/em><\/strong><\/p>\n\n\n\n<p>Des informations recueillies aupr\u00e8s de notre source bien inform\u00e9e, cette modernisation en vue r\u00e9pond directement aux indicateurs de l&rsquo;exercice pr\u00e9c\u00e9dent. En 2025, l&rsquo;ARCEP a instruit une centaine de plaintes formelles de consommateurs, dont 67 % ont \u00e9t\u00e9 jug\u00e9es fond\u00e9es. Si ce volume traduit une vigilance accrue des utilisateurs face \u00e0 la qualit\u00e9 de service, il sature \u00e9galement les processus actuels de traitement manuel et de suivi.<\/p>\n\n\n\n<h2 id=\"unifier-par-un-back-office-integre\" class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-red-color\">Unifier par un back-office int\u00e9gr\u00e9<\/mark><\/h2>\n\n\n\n<p>Jusqu&rsquo;\u00e0 pr\u00e9sent, la r\u00e9ception des requ\u00eates s&rsquo;articulait autour d&rsquo;une architecture multicanale comprenant la ligne verte, le guichet unique, les courriels et les r\u00e9seaux sociaux. La dispersion de ces flux imposait une charge de centralisation chronophage aux \u00e9quipes d&rsquo;instruction. Le nouveau projet vise \u00e0 interconnecter l&rsquo;ensemble de ces points d&rsquo;entr\u00e9e \u00e0 un back-office unique et automatis\u00e9. Les principales innovations techniques reposent sur la classification automatis\u00e9e qui assure le tri et l&rsquo;indexation des requ\u00eates selon la nature du litige pour une orientation imm\u00e9diate vers les services comp\u00e9tents.<\/p>\n\n\n\n<p>Le dispositif int\u00e8gre \u00e9galement l&rsquo;interfa\u00e7age avec les op\u00e9rateurs \u00e0 travers la cr\u00e9ation de passerelles collaboratives s\u00e9curis\u00e9es pour notifier directement les structures concern\u00e9es et suivre le temps de r\u00e9solution des incidents en temps r\u00e9el. Enfin, l&rsquo;impl\u00e9mentation de m\u00e9canismes d&rsquo;alerte automatique garantit une tra\u00e7abilit\u00e9 rigoureuse des dossiers en cas de d\u00e9passement des d\u00e9lais r\u00e9glementaires de traitement. Pour soutenir cette transition logicielle, l&rsquo;institution pr\u00e9voit le renouvellement du parc mat\u00e9riel informatique d\u00e9di\u00e9 aux agents instructeurs afin d&rsquo;assurer la stabilit\u00e9 globale de la cha\u00eene de traitement.<\/p>\n\n\n\n<h2 id=\"une-gouvernance-par-la-donnee-statistique\" class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-red-color\">Une gouvernance par la donn\u00e9e statistique<\/mark><\/h2>\n\n\n\n<p>Au-del\u00e0 de la simple r\u00e9solution des conflits individuels, l&rsquo;enjeu majeur de cette automatisation r\u00e9side dans l&rsquo;exploitation des donn\u00e9es gr\u00e2ce \u00e0 l&rsquo;int\u00e9gration de modules avanc\u00e9s de reporting et de production de statistiques. Cet outil permettra au r\u00e9gulateur d&rsquo;analyser les tendances r\u00e9currentes des d\u00e9faillances du march\u00e9, d&rsquo;anticiper les contentieux de masse et d&rsquo;ajuster ses d\u00e9cisions de r\u00e9gulation sectorielle (<a href=\"https:\/\/lamarina.bj\/index.php\/2026\/06\/12\/qualite-de-service-gsm-au-benin-des-ecarts-de-conformite-detectes-chez-deux-des-operateurs\/\" type=\"post\" id=\"15545\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-red-color\"><strong>Lire LMBJ du 12\/06\/2026<\/strong><\/mark><\/a>). Pour les op\u00e9rateurs, cette surveillance automatis\u00e9e se traduira par une obligation de r\u00e9activit\u00e9 accrue, le syst\u00e8me mesurant de mani\u00e8re brute leurs performances de service apr\u00e8s-vente.<\/p>\n\n\n\n<p>Preuve de l&rsquo;urgence op\u00e9rationnelle, le prestataire retenu disposera d&rsquo;un d\u00e9lai contractuel de trente jours pour livrer l&rsquo;infrastructure. Ce calendrier resserr\u00e9 indique que l&rsquo;ARCEP s&rsquo;appuie sur l&rsquo;optimisation et l&rsquo;extension d&rsquo;un socle technique existant plut\u00f4t que sur un d\u00e9veloppement int\u00e9gral. Avec le d\u00e9ploiement de ce dispositif au cours de l&rsquo;ann\u00e9e 2026, l&rsquo;ARCEP B\u00e9nin qui a plac\u00e9 le renforcement de ses capacit\u00e9s op\u00e9rationnelles au c\u0153ur de sa feuille de route, l&rsquo;ann\u00e9e 2026 s&rsquo;annonce d\u00e9finitivement comme celle de la maturit\u00e9 technologique.<\/p>\n","protected":false},"excerpt":{"rendered":"R\u00e9gulation, La Marina BJ \u2013 Une mise \u00e0 niveau technologique d&rsquo;envergure se pr\u00e9pare \u00e0 l&rsquo;Autorit\u00e9 de R\u00e9gulation des&hellip;\n","protected":false},"author":3,"featured_media":15605,"comment_status":"open","ping_status":"open","sticky":false,"template":"elementor_theme","format":"standard","meta":{"csco_singular_sidebar":"","csco_page_header_type":"standard","csco_appearance_masonry":"","csco_page_load_nextpost":"","csco_post_video_location":[],"csco_post_video_location_hash":"","csco_post_video_url":"","csco_post_video_bg_start_time":0,"csco_post_video_bg_end_time":0,"footnotes":""},"categories":[57],"tags":[125,2276],"class_list":{"0":"post-15603","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-a-suivre","8":"tag-arcep-benin","9":"tag-gestion-des-plaintes","10":"cs-entry","11":"cs-video-wrap"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>T\u00e9l\u00e9coms : Comment l\u2019ARCEP B\u00e9nin compte automatiser la gestion des litiges - LA MARINA BJ<\/title>\n<meta name=\"description\" content=\"Une mise \u00e0 niveau technologique d&#039;envergure se pr\u00e9pare \u00e0 l&#039;Autorit\u00e9 de R\u00e9gulation des Communications \u00c9lectroniques et de la Poste du B\u00e9nin (ARCEP). Selon nos informations, le r\u00e9gulateur s&#039;appr\u00eate \u00e0 centraliser et automatiser l&#039;ensemble de son dispositif de traitement des plaintes\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/lamarina.bj\/index.php\/2026\/06\/17\/telecoms-comment-larcep-benin-compte-automatiser-la-gestion-des-litiges\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"T\u00e9l\u00e9coms : Comment l\u2019ARCEP B\u00e9nin compte automatiser la gestion des litiges - LA MARINA BJ\" \/>\n<meta property=\"og:description\" content=\"Une mise \u00e0 niveau technologique d&#039;envergure se pr\u00e9pare \u00e0 l&#039;Autorit\u00e9 de R\u00e9gulation des Communications \u00c9lectroniques et de la Poste du B\u00e9nin (ARCEP). 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