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Les plateformes téléphoniques de l'assurance maladie : une nouvelle forme de rationalisation du travail administratif ?

Author

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  • Jorge Muñoz

    (ARS-UBO - Atelier de Recherche Sociologique - UBO - Université de Brest)

Abstract

L'assurance maladie a mis en place depuis le milieu des années 1990 une série de politiques de modernisation se fondant pour l'essentiel sur l'introduction des nouveaux dispositifs techniques, parmi les plus connus la carte vitale. Ce mouvement s'accompagne également de la mise en place des nouveaux services tels que les plateformes de services (centre d'appels). L'objet de ce texte est d'interroger l'apparition dans l'univers de travail des CPAM, d'un dispositif transféré depuis le secteur marchand. En effet, un tel dispositif possède tous les attributs du système marchand en termes de rhétorique managériale et d'outils techniques. Dans quelle mesure ce dispositif occulte ou transforme l'activité de travail des CPAM ? N'assiste-t-on pas à une transformation qui intensifie l'activité de qualification mais qui ne la change pas ?

Suggested Citation

  • Jorge Muñoz, 2006. "Les plateformes téléphoniques de l'assurance maladie : une nouvelle forme de rationalisation du travail administratif ?," Post-Print hal-00660243, HAL.
    • Handle: RePEc:hal:journl:hal-00660243
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