DNA enabling online services for the city of Vantaa

Vantaa-info and Vantaa’s occupational health services have started a trial to pilot the city’s online services. The trial is part of a more extensive development of the city’s multi-channel customer service to find solutions to make it easier to use the services. DNA will provide a pilot solution that enables a video connection between a customer service employee and a customer and the possibility to view documents together. The system will include complete contact centre functionalities, enabling a high-quality customer experience for users and efficient resource management for the service provider.

“Currently, there is a lot of hype surrounding the development of online services, and we believe that, for example, a video connection will increasingly be used in the future. Customers will also start to expect versatile service channels, and it will no longer be sufficient to offer a static Internet site or a phone service,” says DNA Business Sales Director Kenneth Grönroos.

Vantaa-info will pilot offering its advice services with the help of a chat and a video connection. Vantaan Työterveysliikelaitos will trial a virtual practice that will replace a visit to the occupational health services in person. In practice, this means receiving treatment instructions with the help of, for example, a video connection.

“Monitoring personal well-being will become more efficient with the help of sensor technology. It is therefore important to start collecting customers’ experiences and wishes,” advises the CEO of Vantaan Työterveys liikelaitos Anne-Marie Hovi.

“Vantaa wants to offer its residents the best way to contact it in every situation. Offering advice through chat and video saves time and effort, and the service is still personal,” says Service Manager Tiina Hörkkö from Vantaa’s Municipal Services.

The purpose of the pilot is to identify those services that are best suited to the virtual environment. The development of online services continues based on the feedback from the trial. The project is part of a more extensive remote service trial by the Ministry of Finance that will be expanded in phases in Finland and is part of the Action Programme for eServices and eDemocracy (SADe).

“We can also gather valuable experience of how virtual customer service functions from the customer service point of view. It requires an ability to manage multiple channels as well as a physical change from a traditional desk to a video communication point,” Kenneth Grönroos points out.

Further information:

DNA Business Sales Director Kenneth Grönroos, tel. +358 440442617, kenneth.gronroos@dna.fi

DNA Corporate Communications, tel. +358 44 044 8000, viestinta@dna.fi