Benchmarking Dashboard ^BETA

Evidence: 2022: at least 6 2021: 19 2020: at least 5 Data got from HR-system, based on applications for courses/training

Evidence: 2020: 37 courses for whole organisation, that have had 798 participants. Additionally there have been branch specific courses. 2021 Espoo has started to use mainly web-based digital courses, Webope. 2021 there was 1129 participants in Webope courses. 2022 There was 1300 participants in Webope courses.

Evidence: Omnia is a municipality owned educational consortium that provides upper secondary vocational education and training and general upper secondary education, youth and adult workshops, and liberal adult education, vocational courses and support in recruitment for enterprises. Espoo’s liberal adult education is provided by Omnia. During the years 2020-2022, Omnia arranged 336 courses in digital technologies and courses had 4825 participants. More information about Omnia and courses from. www.omnia.fi In Finnish schools structured training on digital technologies is part of the curriculum. In Finnish schools structured training on digital technologies is part of the curriculum.

Evidence: While there is no position of Chief Digital Officer, there is a ICT-development manager who leads the digital development team under CIO.

Evidence: Espoo has enterprise architecture principles that are comparable to the standards. They give guidelines to digital service design and are in line with national legislation considering digital service delivery.

Evidence: Espoo has both tactical level guidelines and operational level standards for service delivery. For example guidelines for “tone of voice” in customer service, accessable language. These are available for employees in intranet.

Evidence: Espoo offers over 20 open APIs, for example to geographic and map data https://www.espoo.fi/en/product-descriptions-geographic-data-and-maps Use of APIs is not measured. Measuring would require budget to collect the information from partners.

Evidence: Yes, Espoo uses Suomi.fi services provided by the national Digital and population data services agency. For example, Espoo's early childhood education https://espoonvarhaiskasvatus.fi/applying/mapf

Evidence: Espoo has utilised innovative public procurement methods for example in procurement for Espoo.fi website platform and partner. More information about Espoo’s procurements can be found from national public procurement portal https://www.hankintailmoitukset.fi/en and Espoo’s online tendering system Tarjouspalvelu(extrernal link) where the invitations to tender and the related documents are also published. Espoo has been active partner in hackathons, such as Junction https://www.junction2021.com/ and has also arranged own hackathons, latest for chatbot development in June 2021. Espoo also has a Digital Agenda program that is based on co-creation and experiments for new digital solutions together with companies. https://www.espoo.fi/en/city-espoo/innovative-espoo/digital-agenda

Evidence: Within the last couple of years, it has been common practice to have service design or user research phase in the projects that develop services for end-users. This is not followed or monitored but can be detected from Espoo’s project portfolio. Usability and accessibility assessments are standard practices in Espoo’s digital procurement process.

Evidence: Google Analytics is used in Espoo's publication system, but it is being replaced by a product from Matomo Analytics. We use analytics in the development of our sites constantly. More extensive reports are taken every three months. For example we look at where did the traffic come to the site (a search engine, social media or another website), what are the most popular contents, what is the average session duration, what is the percentage of new visitors and so on. We have anonymization on, so no personal data is stored. Matomo Analytics is used in The Helmet web library (www.helmet.fi). The information obtained with the help of web analytics is used in improving the findability of the sites and in other site development work. The goal is to make our sites as user-friendly as possible.

Evidence: The City of Espoo offers free sports and exercise services to Espoo residents aged 68 and up through the +68 sports wristband https://www.espoo.fi/en/sports-and-nature/guided-exercise/exercise-seniors/68-sports-wristband Every year citizens that turn 68 get a letter informing them that they are entitled to this service (using address and birth year data). It doesn’t require any registration or application. The citizen needs to collect the wristband which then states for the sport services that the person lives in Espoo and is of certain age. This is also to make it more flexible for the citizens, they don’t have to prove their age every time they use swimming pools etc. One proactive aspect of the service is the sports clubs that need no pre-registration for +68 users. In comparison for most of the other sport clubs people need to register.

Evidence: Espoo has web-service creation and brand instructions in place. Webpages have been updated in 2022 and have the same look and feel. Different older (prior to 2022) digital services might have a different look and feel but all the new webpages and digital services are created according to the brand instructions. The Espoo.fi web service has common content elements that are used by different service units. As a general rule, the fonts and text size of the online service are the same, but there is a possibility, for example, of text sizes to differ to some extent. The colors generally used in the online service are the so-called brand colors of the city of Espoo, but for example the KulttuuriEspoon brand color palette is wider and thus they use colors in the online service more widely.

Evidence: Espoo’s Contact Center/ e-services team answers customer service questions, assists with matters related to health care e-services and processes feedback. They also connect customers to right experts if needed. Service is available on chat, video-chat, via phone or email and social media. https://www.espoo.fi/en/city-espoo/customer-service/service-points-and-espoo-info/service-points

Evidence: For example, Espoo.fi accessibility documentation: https://www.espoo.fi/fi/saavutettavuusseloste-espoon-kaupunki (in Finnish)

Evidence: Yes, Espoo uses Suomi.fi services provided by the national Digital and population data services agency. https://www.suomi.fi/e-authorizations

Evidence: Information about Espoo’s data-protection https://www.espoo.fi/en/city-espoo/data-protection

Evidence: Espoo’s ICT security practices and procedures are described in documentation updated in intranet, documentation include but are not limited to documents such as “ICT security guide for personnel”, “Assessment form for ICT-security risks”, “Exercises for IC-security”.

Evidence: All official complaints and appeals must be given in written format, but online documents meet this requirement and redressal requests can be submitted online. https://www.espoo.fi/en/city-espoo/participate-and-contribute/petitions-appeal

Evidence: Feedback can be given online https://easiointi.espoo.fi/eFeedback/en and on Trimble Feedback mobile app. Citizen’s can also contact the city customer services to give feedback: https://www.espoo.fi/en/city-espoos-contact-information-and-feedback

Evidence: The City of Espoo has comprehensive instructions for procurement and separately for ICT procurement, and these instructions are being followed. Separate instructions are used for different procurement types: separately for small and direct procurements and for procurements exceeding the national threshold value. The instructions do not refer directly to standards. There is no publicly available standard documentation. ICT instructions related to procurement include e.g. following materials: - Pre-examination phase to support procurement - Instructions for drawing up the contract - ICT tender templates - structure of documents - Basic instructions for SaaS acquisitions - Procurement implementation checklist - RACI responsibility allocation table for ICT procurements In addition, more detailed instructions can be found on Espoo's integration practices and information security.

Evidence: A National “City and Municipality services” survey is done once in City Council term (4 years). The survey is done by FCG Consulting. On those years that there is no national survey, Espoo runs an own “Municipality services in Espoo”-survey. Among other things, the survey measures if the respondents have used Espoo’s digital services and what services citizens find important. The survey asks also about contentment with online services from different angles (accessibility, availability, online offering etc). Use of online services data as part of the Municipality service survey can be found from here: https://www.espoo.fi/fi/espoon-kaupunki/tutkimus-ja-tilastot (only in Finnish) and here: https://www.espoo.fi/fi/toimintaympariston-tila-espoossa

Evidence: Espoo has decided to use NPS as the city-level practice to measure customer satisfaction since April 2020. Not all units have yet applied the city-level questions but have different indicators for customer satisfaction (such as four-scaled happy-or-not questions). NPS scores 2022 of different units vary from -2 to +92.