What has been completed?

Development in Espoo is continuous. We create new things and seek to learn from what has been done before. 

On this page, we present key completed projects, which the City of Espoo and other municipalities can utilise in order to make activities more client-oriented, participatory and efficient.


Co-creation between schools and companies


The City of Espoo has opened its schools to companies and communities for use as development platforms. This means that teachers and pupils participate in the testing and development of new products and services. The activities are referred to as accelerated co-creation of schools and companies, or KYKY. The principles of KYKY are summed up in the KYKY Living Lab Handbook.

Most of the products developed in KYKY activities utilise digitalisation to support learning. KYKY activities ensure that learning and education are modernised and stay in the forefront of digital development. At the same time, pupils learn about product development, innovation and business activities, which will be great assets in the job market of the future.

The starting point is that every development idea from a pupil or teacher is a potential business idea. It is safe for the schools to serve as trial platforms because the city has created clear rules and contract templates for the activities.

The companies get user feedback at an early stage of product development, which improves the profitability of work and product quality, saving time and money.

KYKY activities have already created new vitality to Espoo in the form of new services, business activities and jobs. The participating companies get a reference from the City of Espoo, which has increased the market value of products and helped several companies reach international markets.

KYKY activities started in Espoo’s Finnish education. Today, they also involve the city’s early childhood education, Swedish education and Swedish early childhood

education as well as the Iso Omena Service Centre. Turku, Oulu and Helsinki are about to adopt the operating method developed in Espoo. Ten other cities, the Ministry of Education and Culture and the Finnish National Board of Education have also expressed interest.

Contact persons: Katja Hagman, katja.m.hagman@espoo.fi and Minna Kukkonen, minna.a.kukkonen@espoo.fi 

6Aika in Espoo


Centralised customer support

Women with mobilephone

The City of Espoo has created a practical operating model (in Finnish) to help centralise the customer support for e-services. A framework was also developed, describing the preconditions and tools for centralising customer support in other places.

The key role was piloting the operating model with a practical trial. In the pilot, the customer support of three online social and health services was moved to a contact centre established at a Citizen Services office. The successful pilot became a permanent operating model.

Contact person: Paula Hirvonen, email: paula.hirvonen@espoo.fi  

6Aika in Espoo

Kuntakanvas for client-oriented business design

People in meeting room

Developed by the City of Espoo, Kuntakanvas is a strategic tool for the structuring and management of activities. The intuitive platform helps perceive the whole of activities and assess the changes occurring in regard to customer relationships, abilities and financial factors.

Kuntakanvas is strongly connected to management reference architecture, which provides more assistance for comprehensive design work.

Additional information: Kuntakanvas guide

Contact person: Piia Wollstén, email: piia.wollsten@espoo.fi  

6Aika in Espoo

Open participation model

People brochures in the hands

The City of Espoo and Espoo residents have developed an open participation operating model (in Finnish) for functional innovation platforms using service design.

The aim of the open participation model is to promote co-creation between the city organisation, companies and the third sector. The intended purpose of the co-creation is to create new business opportunities and improve the accessibility and usability of services.

The model’s pilot focuses on the . However, the model is a proposal for a city-level open participation operating method focused on the co-creation of service concepts and service redesign.

Read about the process from the service designers’ point of view

Contact person: Veera Vihula, email: veera.vihula@espoo.fi  

6Aika in Espoo

Ethnographic study of the Iso Omena Service Centre

People at the service point

New ethnographic research on the Iso Omena Service Centre states that the Service Centre is an ideal location for developing resident services in cooperation between public administration, companies and municipal residents (PDF, 1,513 kB). This supports the City of Espoo’s plan to execute co-creation projects at the Service Centre under the slogan “Make with Espoo”.

The report is comprised of two parts. The first part discusses the shift in customer experience and the second focuses on the capacities, obstacles and preconditions for co-creation.

Contact person: Veera Vihula, email: veera.vihula@espoo.fi  

6Aika in Espoo

Iso Omena Service Centre as an innovation platform

Iso Omena entrance

The Iso Omena Service Centre is an innovation as such, but it also functions as an open innovation platform. This means that the development of the Service Centre has been opened to external developers, such as companies, communities, institutes and municipal residents, and the goal is for the cooperation to benefit everyone involved.

The innovation platform activity was launched as part of the 6Aika Open Innovation Platforms project, and the information and results yielded during the project have now been gathered under one set of covers.

The publication describes how Make with Espoo tools, such as KuntaKanvas and the Co-creation Manual, have been utilised in developing the Iso Omena Service Centre into an innovation platform.

Participating in the Service Centre’s activities becomes easier as the platform’s business model, management system, facilities and goals of the activities are clearly described. Lessons learnt during the Service Centre’s first operating year have been gathered to the end of each chapter of the publication.

The publication may teach you how to

  • open public services to innovation activity
  • develop your own innovation platform
  • understand some of the possibilities offered to companies by the city’s platforms.

Contact person: Veera Vihula, veera.vihula@espoo.fi

6Aika in Espoo

Fast trial programme at Iso Omena Service Centre

Veera Vihula

Espoo’s fast trial programme started at  in November 2017 and ended in March 2018. The programme involved small and agile trials for developing new and innovative services and products. The aim was to develop the Service Centre in a customer-oriented way.

The trials were based on the co-creation model, which involves the Service Centre and companies, communities, educational institutes and service users of various ages, such as young people, adults, families and seniors.

This round involved four different trials connected to the development of co-operation and communications as well as robotics. More information in Finnish in our release and blog post written after the fast trial round.

Contact person: Project Manager Veera Vihula, email: veera.vihula@espoo.fi  

6Aika in Espoo

Development of innovation activities in Espoo

Espoo Innovation Garden

The City of Espoo led the development of innovation activities in a project that was based on the fact that no actor can create innovations alone. Instead, development takes place in self-organizing networks, or ecosystems. The city organization is an active member of ecosystems itself, and it also enables activities when given the opportunity.

In the project, best ways to help companies and communities in innovation activities were described. Innovation refers to technological, business-related and societal innovations.

The outcome, Framework for innovation management in ecosystems (available only in Finnish), points out the significance of human interaction and the detrimental effect of friction in co-creation. The most important result is indeed the understanding that the city organisation’s task in innovation ecosystems is to reduce friction in co-creation efforts. The methods, techniques and tools offered by the city organization form innovation platforms. An example is the operating model for co-creation between Espoo schools and companies, KYKY.

It is a recommendation of the project that whenever the goals of an innovation activity coincide with the Espoo story, the city organization should seek ways to create innovation platforms that relieve friction and help people co-create.

Espoo learning ecosystem with many members residing in Otaniemi served as the piloting environment for the project. The development method and the prototype of the city organisation’s active participation and enablement is the Urban Mill operating model that also includes physical premises dedicated to co-creation on Betonimiehenkuja in Otaniemi.

The Framework for innovation management in ecosystems is one of the “Make with Espoo” products.

The most important topics of the framework are illustrated in an English whiteboard video presentation, with options for English and Finnish subtitles.

Contact persons: Hannu Tuomisaari, hannu.tuomisaari@espoo.fi and Katja Hagman, katja.m.hagman@espoo.fi   

6Aika in Espoo


Systematic utilisation of client data

Women in museum

The City of Espoo has created a framework and a handbook for controlling and managing client relationships and services.

The model can be used to systematically collect and analyse client data so that the city, companies and stakeholders can use the data to create new business.

The framework is being built on several partial implementations. Examples:

  • Artificial intelligence trial with Tieto Corporation The trial combines the City of Espoo’s social and healthcare data and early childhood education data from 2002–2016. The data mass is analysed and distributed by artificial intelligence for efficiency and data security reasons. The aim is to find new preventive methods to allocate services to city residents, for example to prevent social exclusion. The trial will end in spring 2018.
  • Espoo City Museum’s customer-oriented service development. The aim is to recognise the customer segments of the city museum and describe the distinctive characteristics of the groups and their service requirements and expectations towards the museum in co-operation with customers. Another result will be a customer-oriented description of the services Espoo City Museum should have, how different museum entities should stand out and what their draws are. The project will end in spring 2018.

Contact person: Analyst Tomas Lehtinen, email: tomas.lehtinen@espoo.fi  

6Aika in Espoo

Data privacy and opening data securely

Women and phone

The City of Espoo has developed a city-level yet organisation-independent operating model and framework for data privacy and opening data securely. It includes two practical tools to make opening data easier:

  • A checklist for assessment of data business opportunities
  • A checklist for risk assessment.

A specific Data Policy has been defined to help make data open in a way that complies with data privacy and security and document the opening process in the document management system.

Contact person: Development Manager Jaana Suonsaari, email: jaana.suonsaari@espoo.fi  

6Aika in Espoo

Co-creation operating model


The Handbook for Co-creation provides various actors in city communities with useful information and tips for planning co-creation processes.

Co-creation is rooted in the needs, goals and values of cities and their residents. Co-creation projects benefit different parties in many ways. They help everyone in a city – residents, the city administration, companies, organisations, communities and research institutions – to create a better living environment and better services together.

Co-creation makes use of quick, easy and affordable experiments. Development by experimentation means a systematic approach to innovative projects and development projects on the basis of real-life observations.

Espoo’s first example of co-creation in practice is accelerated co-creation by schools and companies – also known as the KYKY operating model – whose results are also described in the Handbook for Co-creation.

Contact person: Katja Hagman, katja.m.hagman@espoo.fi and Minna Kukkonen, minna.a.kukkonen@espoo.fi 

6Aika in Espoo

Multi-channel public services

Office worker

The City of Espoo has created a framework (in Finnish) for multi-channel public services. It is a framework and a set of tools for municipal developers and managers. It can be used to manage and direct services so that they are more equally available to all residents. Other parties, such as companies, can also help supplement the services.

The framework was prepared by experts from different service areas of the City of Espoo, representatives of Espoo Entrepreneurs and from two other 6Aika cities, Oulu and Turku, and a consultant.

The first version of the framework was completed in December 2017. An edited framework will be published on this site in early 2018.

Contact person: Project Manager Paula Hirvonen, paula.hirvonen@espoo.fi  

6Aika in Espoo