Since April 2014 the Social Insurance Institute - State Employees' General Retirement Fund (Institut de prévoyance sociale - Caisse générale de retraite des agents de l'Etat (IPS - CGRAE)) has been the object of a major reform which aims notably to ensure continued improvements in the quality of services provided to insured persons by setting up an efficient reception structure.

According to the findings of audits carried out as part of the reform, the structure with responsibility for pensioners from time of entry in the premises to the time of acknowledgement of requests was unsatisfactory, even non-existent. Pensioners had to apply directly to the various processing departments to discover which the stage their case had reached in the system.

The Institute therefore embarked on a project to establish a reception point with a more pleasant environment and employees who were professional, friendly, skilled and knowledgeable. This project was accompanied by the installation of facilities giving access to information and guaranteeing that pensioner enquiries would be satisfied.