1. Your local Service Point has it all!

2. 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.

3. 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 are ready

4. New operating model for joint one-stop shop customer service model

5. Your local Service Point has it all! Here’s how it’s done:
Service Points are customer oriented!
suomi.fi
a customer service advisor
a customer service advisor
Appointment
With an expert
provider’s expert
CUSTOMER SERVICE ADVISOR
Advice on public services.
the service provider

6. Here’s how it’s done at Service Points:
SERVICE PROVIDED BY A CUSTOMER Service ADVISOR
Video link service
suomi.fi
provider’s expert
Online service
Video linK SOLUTION /Booking system
Suomi.fi
Service provider’s operating system

7. 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.
Sufficiently fast and high-quality data connection to a public network,
Desktop workstation or laptor with Windows operating system.
Browser
Webcam
Microphone and loudspeaker
1. Agreement on video link service
2. Premises, connection and workstation
4. Online booking system

8. A new perspective on the benefits

9. MEETS SERVICE PROVIDERS’ GOALS
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!

10. 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!

11. 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.

12. PUTTING A HUMAN FACE ON PUBLIC SERVICES
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!

13. Creating encounters in all channels
One name – one visual appearance – one message flexible services with a local touch

14. Firstname Lastname
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Tel (switch board)
Inquiries:
Ministry of Finance / Communications
Media service, tel. (weekdays 8–16)