The Office for Centralized Assistance: A Hot Line at the Bibliothèque nationale de France?

Created in 1997 on the occasion of a massive deployment, across the sites of the BnF, of computer terminals functioning in a new environment, the Bureau d'assistance centralisé has become a true office for assistance to its users. Assuming the role of a hot line to the heart of the information systems department of the BnF, it resolves certain problems over the telephone or establishes a first diagnosis which it then transmits for resolution to the equipped personnel, follows the file of the user until it is resolved, and assists users confronted with a computerized environment that is varied, complex and in evolution. Equally, it has an important role for information for users. This structure seems to be well adapted to an establishment managing several sites.