The customer service of the Digital and Population Data Services Agency has become faster thanks to an additional appropriation

As the Finnish population ages, more and more people use the services of the Digital and Population Data Services Agency (DVV) for matters such as guardianship. The agency has made its customer service more efficient by recruiting additional fixed-term personnel in autumn 2021 and by making its digital services easier to use.

– Demand for these services will likely increase further in the future as the age structure of Finland changes. Over the past ten years, the number of guardianships has increased by 24%, and the growth is expected to accelerate as the population ages, says Deputy Director General Aino Jalonen of the Digital and Population Data Services Agency.

Current and projected numbers of valid guardianships and continuing powers of attorney

 
Demographic dependency ratio and its projection

Source: Statistics Finland

Additional appropriation has helped the dismantling of job queues

In the autumn, DVV recruited 40 additional employees for a fixed period of one year to help dismantle job queues. The recruitment was funded with the additional appropriation granted to the agency in July 2021. 

– The additional employees were just what we needed. Their contribution can be seen in the shorter job queues and faster processing times. The additional employees will continue their work until the end of June. We plan to have the job queues dismantled by then, says Aino Jalonen. 

For example, the processing time in DVV for appointing a guardian was more than six months in autumn. By the end of February, the processing times for such appointments had decreased to less than four months. The aim is to make the processing times of such appointments less than three months. Sometimes the appointment of a guardian is decided by a district court. In these cases, the processing time may be longer.

Digitalisation makes using services smoother

The Digital and Population Data Services Agency’s most important development project at present is the digitalisation of its own services and case management, as the permanent reduction in processing times requires the electrification of services. Without the digitalisation of services, it is impossible to respond to the increase in demand. For example, the electrification of the audit of the accounts of public guardians significantly decreased the processing times.

– DVV aims to alleviate the situation of guardianship services in particular by developing digital services and improving its customer service. The expertise and discretion of public officials will still be needed in the future, since guardianship matters concern people's right to self-determination and their legal protection, says Aino Jalonen.

Speed up your future transactions by preparing a continuing power of attorney mandate

The Digital and Population Data Services Agency encourages Finnish citizens to prepare a continuing power of attorney mandate for themselves well in advance. The mandate must be prepared when a person's functional capacity is still in order. 

– Guardianship may seem like a distant thing, but life is unpredictable and the future is full of surprises. By preparing a continuing power of attorney, you can ensure that your matters remain in your own hands. A continuing power of attorney is also easier and faster for a client’s loved ones than traditional guardianship. We encourage everyone to prepare a continuing power of attorney, even people whose functional capacity is not yet deteriorating, says Aino Jalonen.

Additional information:
Deputy Director General Aino Jalonen, [email protected], tel. +358 295 535 335