Privacy statement for the Public Service Info customer service system

Public Service Info customer service system

Digital and Population Data Services Agency

Lintulahdenkuja 2, 00530 Helsinki
PL 123, 00531 Helsinki
Telephone (switchboard) 02 9553 6000, email kirjaamo(a)dvv.fi

Contact person in register-related matters

Service Manager Minna Kuitunen
Vuorikatu 1, FI-45101 Kouvola
Telephone +358 295 535 106/+358 50 560 8986, minna.kuitunen(a)vrk.fi

Telephone (switchboard) 02 9553 6000, [email protected]

Public Service Info is an advice service for users of public services. The aim of the service is to raise awareness of public sector services and to make them easier to use. The Digital and Population Data Services Agency is responsible for the service. Public Service Info processes personal data for responding to service requests and for forwarding the feedback received on the operation of public authorities.

The data is used for responding to service requests received by Public Service Info and for forwarding the feedback received on the operation of public authorities. Data is also stored for the purpose of monitoring and improving the quality of the service. Phone calls are occasionally recorded for the purpose of training service advisors.

The processing of personal data by the Public Service Info is based on paragraph 6 of the EU General Data Protection Regulation. The Digital and Population Data Services Agency provides and develops the Public Service Info service under the decree on certain tasks of the Digital and Population Data Services Agency.

Public Service Info uses hosting and operational services provided by Elisa, Valtori and Tieto

Personal data is retained for two years to make it possible to return to a customer's past service event. However, phone calls recordings are retained for two months only.

The following data, as it is necessary for the operation of the customer service, is stored in the customer service system:

• phone number, start and end time of the call, queueing time
• language used in the service: Finnish/Swedish/English
• email address, if provided by the customer
• content of feedback or service request: what was asked and the given answer
• other information submitted by the data subject in writing (chat, email, online form, SMS message), by telephone and through video conference, e.g. name.

Phone calls are occasionally recorded for the purpose of training service advisors. Customers hear an automatic message at the start of each telephone call informing them that the call will be recorded.

The information is collected from customers themselves.

As a rule, no information is disclosed to third parties. If the matter concerns a service pro-vided by a public authority and requires a response to the customer, the email address or the phone number and, if needed, the content of the service request is forwarded to the appropriate authority.

Under the law, information may also be disclosed to the police.

No personal data is transferred outside the EU or the EEA.

Manual material

No manual material is processed in the service.

Electronically processed material

The data is protected as required by legislation, paying special attention to information security. Personal data is processed only to the extent that is necessary and the data is anonymized when needed. The register is used only by the controller and is retained on a server that has been protected by means of access control. Personal data can be processed only by the officials at Public Service Info. The server on which the data is stored is located in an area protected by access control. Service events are reported on a statistical basis and the users submitting service requests are not reported or specified.

No automated decision-making or profiling is performed on the basis of the data processed by Public Service Info.

Right of inspection

You have the right to request that the controller provides you with access to the data on you, so that you can check the information that is kept on you. The request must be submitted in writing to Digital and Population Data Services Agency’s registry office. Be prepared to prove your identity. You will receive the information you need within a month of the time your request was registered. However, for justified reasons the Digital and Population Data Services Agency can extend the aforementioned onemonth timeline by two months at the most. In this case you will receive a notification.

Right to demand data correction

You have the right to demand that data stored on you is corrected. Submit your request in writing to the Digital and Population Data Services Agency’s registry office. Give a detailed description of what information must be corrected and how the correction should be made or how your data should be complemented. Be prepared to prove your identity.

Limitations to the rights of the data subject with regard to the processing of personal data

The data subject does not have the right to request the deletion of their data, as the data processing is based on the law. For the same reason, the data subject does not have the right to object to the processing of their personal data or the right to have their data transferred to another system.

In certain cases, the data subject has the right to have the processing of personal data restricted based on Article 18 of the EU’s General Data Protection Regulation.

The data subject has the right to lodge a complaint to the supervisory authority on the processing of their personal data.

Additional information by the Office of the Data Protection Ombudsman.