Your local Service Point has it all!
Act on Joint Services of Public Administration
key aims
 Modernise comprehensively the legislation governing joint services of
public administration while maintaining contract-based cooperation as the
fundamental principle of the system.
 Support further digitalisation and online services.
 Harmonize procedures and methods followed in providing joint services
and introduce digital services offered by public authorities and advice on
how to use them as a key part of the joint services.
 Enable joint services provision also from other locations than fixed
Service Points.
 Ensure the cost price principle is implemented in dividing the costs
incurred in providing the joint services.
 Revamp the contract-based joint services system so that the best
practices developed and piloted in the preparation of the
Asiakaspalvelu2014 project can be integrated into the joint services
concept.
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Together we give and get more
Together let’s make the best service package
provided by public authorities in Finland. Your
local Service Point has it all!
Easy to join
– no compulsion
New ideas
and flexible
operating model
Cost-effective
and customer-oriented
Network, personnel
and equipment
are ready
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New operating model for joint one-stop shop
customer service model
Your local Service Point has it all! Here’s how
it’s done:
Service Points are
customer oriented!
suomi.fi
ONLINE SERVICE
Independently or assisted by
a customer service advisor
VIDEO LINK SERVICE
Independently or assisted by
a customer service advisor
APPOINTMENT
WITH AN EXPERT
Assistance from the service
provider’s expert
CUSTOMER SERVICE ADVISOR
Advice on public services.
Printed forms completed by hand
can be scanned and emailed to
the service provider
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Here’s how it’s done at Service Points:
SERVICE PROVIDED
BY A CUSTOMER
SERVICE ADVISOR
VIDEO LINK SERVICE
suomi.fi
ONLINE SERVICE
Suomi.fi
VIDEO LINK SOLUTION
/BOOKING SYSTEM
SERVICE
PROVIDED BY A
SERVICE
PROVIDER’S
EXPERT
Service provider’s operating system
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Video link service

Using the video link service requires a one-stop shop service agreement
stating which services are available at your local Service Point via video link.

Premises, data connection and workstations conforming to the guidelines
are required to offer a video link service.

A video link service is offered with a Vyvi-Lync (Skype for business) video
conference application and users only need a standard browser. This way
special video conference equipment and Skype for Business licences are
not needed.

An electronic booking service is used to ensure availability of the expert
service. This means booking the required premises and expert resource.

No other costs than the acquisition and maintenance of the Service Point
computer.
1. Agreement
on video link
service
2. Premises,
connection
and
workstation
4. Online
booking
system
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A new perspective on the benefits
Partner benefits
Together we can serve customers better, we can meet
customers needs at various stages of their life and provide
services more economically
MEETS SERVICE
PROVIDERS’ GOALS
The Service Point operating
model is flexible. The costs
are shared among
participants.
QUICK
AND EASY
High-quality service on
an individual basis
from one place. It’s a
one-stop-shop!
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Economic benefits
Together we can provide the services more
economically.
Customers are instructed and advised to start using
online services.
A QUICK, EASY AND
CUSTOMER-ORIENTED WAY
TO TRANSITION TO ONLINE
SERVICES
Efficient guidance! Professional
customer service advisors stand
ready to provide hands-on
assistance. Let’s take online
services forward together.
IT’S EASY TO LEARN
Everyone can learn how
to use the online
self-service.
Service Points offer
equipment and
guidance for using
online services!
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Customer satisfaction benefits
High-quality service on customers’ terms.
Customers get the benefits of a one-stop-shop service. The
end-result is a satisfied customer.
SERVICE
Get service quickly and
easily through various
channels. Service on the
customers’ terms.
TRUST
Customer service
advisors answer your
questions and provide
accurate information.
Contact the authorities
at a Service Point!
Experts from various
authorities provide
service via a remote
connection or at a
Service Point.
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Image benefits
The public sector acts responsibly and cares for all
citizens. It gives the authorities a human face with a
familiar service advisor.
A POSITIVE CUSTOMER
SERVICE EXPERIENCE
BUILDS A POSITIVE SERVICE
PROVIDER IMAGE
High-quality professional service
and a smooth customer
experience – online and in
person!
PUTTING A HUMAN
FACE ON PUBLIC
SERVICES
The service puts a
human face - and
voice - on public
services. We take
into account your
situation in life!
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Creating encounters in all channels
One name – one visual appearance – one message
flexible services
with a local touch
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Tel. +358 295 16001 (switch board)
Inquiries: [email protected]
www.vm.fi
Ministry of Finance / Communications
[email protected]
Media service, tel. (weekdays 8–16) +358 2955 30500