The pilot projects of the North Satakunta digitalization project started in early May. The project aims to improve municipal customer service, increase citizen participation opportunities and make transactions smoother by using new digital channels, for example by digitizing the forms needed for transactions. The project, managed by the City of Kankaanpää, involves the municipalities of Jämijärvi, Karvia, Pomarkku and Siikainen.
Three new systems for piloting
Three systems were selected for piloting to advance the project's goals: a program for electronic forms, surveys and event management that enables Suomi.fi authentication, a customer service chat for municipal websites, and a feedback channel that utilizes geographic information shared by four municipalities. The municipalities participating in the project were allowed to independently decide which pilots they would participate in.
-Pilots enable the testing of new channels and programs without a direct procurement decision. After the pilot period, municipalities can, at their discretion, purchase the program in question if the user experience has been good. We hope that the residents of the municipality will discover the new channels and actively use them, project coordinator Heli Puputti says.
New customer service channels in use – Chat is available on the city's website
On the Kankaanpää City website, customers can also receive service via a chat channel. The chat that opens on the homepage allows you to ask questions about the city's services and operations. The piloting of the service will last until the end of September.
On the Rural Services subpages https://www.kankaanpaa.fi/tyo-ja-yrittaminen/maaseutupalvelut/ There is a dedicated chat service where, for example, farmers can ask about support applications and other matters within the scope of rural services.
-As a rule, the customer service representative is available from Monday to Friday from 9 am to 15 pm. At other times, or if the customer service representative is busy, you can leave a message in the form that opens in the chat window. We aim to respond to all contacts as soon as possible, Puputti says.
A joint feedback channel between four municipalities utilizes geographic information.
The common feedback channel for Kankaanpää, Jämijärvi, Pomarkku and Siikainen can be found at the top of the city's website under "Feedback". The direct link to the feedback service is: https://pspalaute.trimblefeedback.com/eFeedback/
Watch the feedback service instruction video here: https://www.youtube.com/watch?v=CzNsH9TtaJ0
The feedback channel utilizes location data on mobile devices and photos can also be added to the feedback. The system also allows browsing of previously submitted feedback, meaning the customer can check whether the same issue has already been reported to the city. The system directs the feedback directly to the right person, which speeds up the processing of feedback and actions. By leaving contact information, the person providing feedback will be notified when the matter has been processed and any action taken.
-If the customer gives permission, the feedback will be published. We hope this will reduce the number of phone calls and emails about the same issue. Of course, we hope that feedback would also be given about the positive and nice things in Kankaanpää!
The piloting of the feedback service will last until the end of October. During this time, user experiences will be collected from both residents and staff. The functionality of the system and necessary development measures will be assessed with the service provider in regular meetings.
-The service does not yet have all possible topic categories, but the system will be developed in the future. In the "Other general feedback" category, you can submit feedback on virtually any issue related to the city's operations, Puputti sums up.
Additional information:
Heli Puputti
Project coordinator
[email protected]
044 5772231