General Information
Project description
30% of the requests CNAM (Primary health care institution in France) receives by phone or email could be made and treated online. In order to encourage use of online services, the CNAM solicited help from the DITP. This dematerialization would benefit the user by easing the access to services, to the administration workers by improving their work conditions and to the institutions through gains in efficience.
We chose to target a precise procedure: ordering a Carte Vitale (Health Care card) for one's child before they reach 16. We sent four different behaviourally-informed emails and managed to increase the proportion of orders made online:
- "Simplified": A simplified and personalized email
- "Infography": An illustrated version of the simplified email
- "Satisfaction": The simplified email with a sentence on users's satisfaction
- "Feedback": The simplified email with a sentence "As far as we know, you have not ordered yet his/her Carte Vitale"
Detailed information
Final report: Is there a final report presenting the results and conclusions of this project?
Final report
Hypothesis
. All four emails will increase the proportion of individuals ordering their card online, whatever the cohort
. All emails will increase the proportion of individuals clicking on the link, especially for the "15 years" cohort.
How hypothesis was tested
Randomized controlled Trial, five groups with random assignation to control (usual email) or one of the four behaviourally-informed emails.
Used two "cohorts", one of parents receiving the emails on their child's 15th birthday and one of parents receiving it on the usual day. Parents are not randomly assigned to cohort so no causal effect can be deduced.
Dependent variables
. Online ordering of Carte Vitale
. Clicks on the link within the email
. Proportion of individuals ordering the Carte Vitale after clicking on the link
Sample Size. How many observations will be collected or what will determine sample size?
All parents living in France whose children reached 15 years or 15 years and 8 months exactly during the trial, 101 996 parents.
Who is behind the project?
Project status:
Completed
Methods
What is the project about?
Date published:
24 June 2021