Monitoring of the service

The service and its implementation are monitored in real time. The organisation of the service and the monitoring of the service level are the responsibility of the City of Espoo and Transport Services.

The City of Espoo organises a workshop four times a year to develop and monitor the service. The workshops are attended by appointed representatives of service providers, municipalities and customers. The representatives of customers are selected from the developer clients.

A service level has been determined for the services:

  • The service is available every day of the year, around the clock.
  • The transport must arrive within 60 minutes of the order.
  • When ordered in advance, the transport must arrive at the time specified in the order.
  • On average, the customer service of Transport Services answers telephone calls in less than 60 seconds (4-week monitoring period).