MyEspoo - Espoo
City / Region
Espoo (Finland)
In a nutshell
Espoo has launched the development of a new MyEspoo website. The site will provide easy access to the city’s various services through a single self-service portal where customers can also check their own information. MyEspoo will also provide a channel for participation. It will enable residents to participate in the development of the city’s services.
The MyEspoo service will be introduced by 2024, as its development involves several stages that will take some time to complete. Competitive tendering to select a supplier for the technical solution will be launched 2022. Customers will also be involved in the development work. During the course of the process, the city will conduct surveys and organise workshops and testing opportunities for customers.
MyEspoo is meant for all citizens and customers of the city.
What makes the service user-centric?
MyEspoo will provide a digital point of interaction with the city. The aim is to make digital services easier to find and use. MyEspoo will include self-service channels but also channels for online interaction with the customer service. Self-service and chatbot will be available 24/7 and customers can choose when it’s convenient for them to run errands. The goal is that increasing number of service processes can be handled thoroughly via digital channels. As more and more issues can be handled online and by self-service, customer servers can focus on those citizens that need more support. Espoo will invest in digital support so that customers will not be left alone when using our e-services – support and advice will still be available both on the MyEspoo site and offline.
Accessibility and inclusivity are considered during the design process and ensured by involving different user groups to the design process.
Citizens will have an opportunity to personalise their own site and choose which topics and services are interesting for them. They will be able to follow their case and its status via the site.
National guidelines and services (Suomi.fi) will be used to increase interoperability and usability and to ensure privacy and security. Protocols for privacy and security will be stated according to EU and national regulations. Espoo is investing in data security and data protection both in the technical implementation and in planning the various stages of using the services.
MyEspoo is not only a self-service portal but also a participation portal. It will bring together the different opportunities and channels for participation to the development of the city and its services. Citizens are not only included in the design process of the service, but also the later development cycles of the site.
Accessibility and inclusivity are considered during the design process and ensured by involving different user groups to the design process.
Citizens will have an opportunity to personalise their own site and choose which topics and services are interesting for them. They will be able to follow their case and its status via the site.
National guidelines and services (Suomi.fi) will be used to increase interoperability and usability and to ensure privacy and security. Protocols for privacy and security will be stated according to EU and national regulations. Espoo is investing in data security and data protection both in the technical implementation and in planning the various stages of using the services.
MyEspoo is not only a self-service portal but also a participation portal. It will bring together the different opportunities and channels for participation to the development of the city and its services. Citizens are not only included in the design process of the service, but also the later development cycles of the site.
What impact has the service had?
We, in Espoo want to ensure that an increasing number of people can, are able and willing to use the city’s electronic services.
While there are already many e-services available, there is no “one-stop-shop” that would collect the services available in one place with single log-in. The biggest change is to provide the means for the citizens to see what services they have used, what ongoing processes they have and to handle their data.
MyEspoo will also provide new tools to enhance the efficiency and effectiveness of customer service. New digital CRM and workflow tools will make the customer cases and data easier to handle to ensure efficient processes. City-level tools will make it easier to handle cases that involve multiple service units. MyEspoo will also increase the quality of data. Better data and data handling will help to measure the processes and quality of the service but also able the city to utilise customer data in secure and fair matter (accordingly to MyData protocols) to optimise services.
MyEspoo is an investment to the future. Espoo is growing fast, and digital services provide more cost-efficient ways to answer the various needs citizens have. While majority of customers are guided to use digital channels there will be personal offline guidance available for those who need it.
While there are already many e-services available, there is no “one-stop-shop” that would collect the services available in one place with single log-in. The biggest change is to provide the means for the citizens to see what services they have used, what ongoing processes they have and to handle their data.
MyEspoo will also provide new tools to enhance the efficiency and effectiveness of customer service. New digital CRM and workflow tools will make the customer cases and data easier to handle to ensure efficient processes. City-level tools will make it easier to handle cases that involve multiple service units. MyEspoo will also increase the quality of data. Better data and data handling will help to measure the processes and quality of the service but also able the city to utilise customer data in secure and fair matter (accordingly to MyData protocols) to optimise services.
MyEspoo is an investment to the future. Espoo is growing fast, and digital services provide more cost-efficient ways to answer the various needs citizens have. While majority of customers are guided to use digital channels there will be personal offline guidance available for those who need it.
How was the service co-created?
Designing MyEspoo started with a customer survey that asked about the experiences of using city’s digital services. We asked what is good now and what could and should be better.
The survey results where then used in the first round of service design. In the first phase the service designers interviewed citizens and had focus group workshops to form customer profiles based on the ways citizens use digital services. Then customer paths were formed according to the profiles. The survey and service design also validated the goal of the project, MyEspoo was seen as a welcome new service.
At the moment more than 250 citizens have contributed to the design process.
After the procurement, a second phase of service design will start (end of 2022). In the second service-design phase citizens are included in the UXdesign. We will also have testing groups of citizens that evaluate usability and accessibility.
The survey results where then used in the first round of service design. In the first phase the service designers interviewed citizens and had focus group workshops to form customer profiles based on the ways citizens use digital services. Then customer paths were formed according to the profiles. The survey and service design also validated the goal of the project, MyEspoo was seen as a welcome new service.
At the moment more than 250 citizens have contributed to the design process.
After the procurement, a second phase of service design will start (end of 2022). In the second service-design phase citizens are included in the UXdesign. We will also have testing groups of citizens that evaluate usability and accessibility.
