Espoo residents call for clarity and findability in electronic services
For the residents of Espoo, online appointment booking is the most used and requested electronic service. Many Espoo residents also say they would like to take care of “all possible matters” online. These results were indicated by a customer survey conducted as a part of the MyEspoo project, to which we received 234 responses.
The MyEspoo website currently being planned is a self-service channel allowing customers to communicate with the city electronically and comfortably at a time of their choice.
Various services and the customer’s personal information are easily found in one place on the MyEspoo website. It also allows residents to participate in the development and operations of the city.
During the reform, particular attention will be paid on making the service easy to use and accessible. The new service will be in use by 2024.
With the help of the survey, which we launched at the beginning of the planning process, we wanted to collect our customers’ views and experiences on electronic services as well as their ideas on how they should be developed. The survey was open from 12 April to 14 May 2021.
We will use the results of the survey in the customer-oriented planning of the MyEspoo website. Through the new solution, we are looking to invest in the things that are important to our customers.
We drew a small Espoo-themed prize among the survey respondents who had left their contact information. We have contacted the winner in person.
Customer satisfaction will be monitored throughout the reform project
The respondents’ current satisfaction with Espoo’s electronic services, on a scale of 0–10, was on average 6.6. The result was similar when the respondents were asked if they found the service to be smooth and easy to use.
Based on the open answers, the main complication with the use of electronic services is that they are difficult to find. Providing clearer and more user-friendly services and also improving their instructions would add to customer satisfaction.
“We will use the survey results as the baseline when measuring how customer satisfaction develops with the reform. We will pay particular attention on the issues that the respondents said needed improving,” says Veera Vihula, MyEspoo Project Manager and Development Consultant.
Delightful enthusiasm to participate: 70 per cent of the respondents want to participate in the development of MyEspoo
Of all the respondents, 70 per cent said they would like to participate in the development of MyEspoo also in the future.
“We are absolutely thrilled with the result! It is wonderful that Espoo residents have taken such an interest in the new service and want to be a part of its development,” Vihula says.
The next step in the project will be service design, and invitations to workshops and interviews will also be sent to interested parties.
There is still plenty of room for more participants, and you can sign up to participate in the development of MyEspoo by sending an email to veera.vihula@espoo.fi.
Additional information
- Development Consultant Veera Vihula, tel. +358 43 8269183, veera.vihula@espoo.fi