Finns are well prepared to switch to receiving government messages digitally

Finland is gradually shifting to prioritising digital services in official services. The first visible change is in the form in which authorities send documents, such as decisions and other important notifications. Currently, most letters are sent by mail, unless the person has activated Suomi.fi Messages or otherwise given the authorities their consent to receiving digital messages. In the future, most letters related to the use of digital services of public administration will be sent digitally, and a separate consent will no longer be asked.

The change does not apply to persons who do not use the digital services of the authorities. The change also does not apply to those who do not have a suitable device or network connection or are otherwise unable to receive digital letters. Alongside electronic channels, other ways of dealing with the authorities will remain in use.

The Ministry of Finance is currently preparing legislative amendments in accordance with the Government Programme of Prime Minister Petteri Orpo. It is estimated that the priority of digital official messages will be introduced at the beginning of 2026.

The transition to digitalisation makes it possible to improve customer service and make it less dependent on time and place in a safe manner. It can also result in notable savings for public finances, as it reduces the number of letters sent to those who already use digital services in official matters. More than 1.4 million Finns already receive official mail digitally through Suomi.fi Messages. With the change, nearly 3 million new users will move from paper letters to digital letters: about 2 million people under the retirement age and 850,000 over the retirement age.

We have expertise, experience and support structures

The Digital and Population Data Services Agency has examined citizens' capabilities for receiving important official messages digitally. The capabilities have been studied through telephone surveys carried out in 2023 and 2024, through interviews and through meetings with vulnerable stakeholders. The results have been encouraging.

Finns are well-equipped to receive official mail digitally on a one-stop-shop basis:

1. 86% of Finns aged 18–89 are completely or somewhat independent in digital matters. The number is higher than in Denmark, where the shift to prioritising digital communications with authorities was made nearly 10 years ago.
2. Digital services provided by the authorities are used actively. Nine out of ten Finns aged 18–89 use the authorities' digital services at least a few times a year.
3. 75% of Finns are willing to receive official messages digitally or at least to try it.

The positive aspects of digital official messages include speed, ease, accessibility and information security.

Compared to many other countries, Finland is well-equipped to transition to digital official communications also in terms of available support. Digital support is provided by Finnish authorities in their own services. In addition, digital support is offered at a more general level, for example by municipal joint service points, libraries, the third sector and companies. Citizens are also prepared to help each other in digital matters. 54 per cent of Finns provide help or advice in digital matters to their loved ones at least monthly, 82 per cent at least occasionally.

Work to take special groups into account continues

The customer-oriented development of Suomi.fi Messages will continue actively even before the change takes effect. When building the service and the support provided for it, the aim is to pay particular attention to groups that may find the use of the service difficult, for example due to the lack of competence or equipment or their state of health. The development work also includes planning how the person can return to the use of paper mail if receiving digital messages is likely to hinder or block their access to services.

Read more about the Digital First project:

• Ministry of Finance: Priority of digital communications by public authorities
• Ministry of Finance press release 8 April 2024: In the future, citizens will receive most official mail electronically (in Finnish)
• Questions and answers on the priority of digital communications by public authorities (dvv.fi) (in Finnish)

Additional information

Please contact the experts in the Digital First project:

• Digital and Population Data Services Agency, Chief Specialist, Project Manager Annette Hotari, tel. 0295 535 028, [email protected]
• Digital and Population Data Services Agency, Senior Specialist Henriikka Eloluoto, tel. 0295 535 124, [email protected]