Digital and Population Data Services Agency in 2022: satisfied customers and developing digital services
Director General Janne Viskari shares insight into the third year of the Digital and Population Data Services Agency.
What was the most significant reform last year 2022?
Our goals are ambitious and should be so. Last year, we succeeded in promoting the digitalisation of the whole society and our own activities. We are aiming for major changes that will take time to carry out, and there is still much to do in the coming years.
Last year, we continued to digitalise the agency's own activities, i.e. we promoted the transition from paper-based transactions and case processing to electronic matters. We prioritise the services that have the most users, and this work will continue also this year.
We continued to develop the Suomi.fi services that are critical for society. Last year, especially Suomi.fi e-Authorizations and Suomi.fi Messages improved. We also invested in the implementation of the key projects defined by the Government. The fast lane for immigrants in special expert tasks was introduced, and the Digital and Population Data Services Agency has been able to help the users of the fast lane system even on a much faster schedule than agreed.
How well did the Digital and Population Data Services Agency manage to serve its customers?
Last year we got better insight into our customer satisfaction. We developed a new way of asking customers about their satisfaction with the service they received, and the number of responses to the survey increased tenfold. On average, our customers gave us the score 4.3 on a scale of 1-5 (19,173 respondents).
We were also able to make rapid changes to our operations. We hired more employees for customer service tasks and thus managed to serve our customers well, even though the number of customers increased.
Could something be done even better?
Yes. We managed to come up with digital services and operating models that would make everyday life easier for both citizens and organisations. Citizens would save time and effort, and organisations would also save working time and thus money if digitalisation could be utilised even more extensively. However, there are still some legal barriers, to these reforms that we have highlighted and we hope that Finland's next government will take these needs into account. We can already do a lot, but the full utilisation of digitalisation also requires legislative reforms.
Last year, we succeeded in serving our customers better and promoting the digitalisation of society. We will continue to pursue our ambitious goals this year, too!
The full annual report of the Digital and Population Data Services Agency has been published on the dvv.fi website. Read the annual report (in Finnish)..
Janne Viskari, Director General, Digital and Population Data Services Agency, [email protected]