Espoo’s digital support innovator encourages the use of online services
Psychologist, digital instructor, and friend—these are just some of the ways a digital support provider describes their role. With most services now online, support is vital. However, one in four Finns feels they lack any digital skills. Often, it’s not about skills but confidence. To address this gap, Elsa-Maria Aaltonen has developed a needs-based digital support model.
Elsa-Maria Aaltonen, a digital coordinator at Espoo's service points, has worked for years to refine digital services. Her solution is part of the Digital Support Handbook, designed specifically for municipalities. Unlike earlier models aimed at associations or projects, Aaltonen’s innovation focuses on both the customer and the support provider.
Digital support is a legal obligation for municipalities
With Finland prioritizing digitalization, digital skills are now essential. Espoo integrates digital support into customer service roles, such as at service points and Hello Espoo Info, ensuring inclusivity and empowering individuals to navigate e-services independently.
Confidence through human-centered support
Digital skills aren’t age-bound; even young people with technical know-how may lack confidence. “It’s often more about human interaction than technology,” Aaltonen explains. Feedback highlights the warmth and empathy of Espoo’s digital support.
In 2025, the model will be piloted in Espoo’s service points, with interest already shown by other municipalities and organizations. Recognized with an honorable mention in the 2024 Mayor’s Innovation Competition, the model emphasizes a fairer, more sustainable society by addressing digital fears and building confidence.
Aaltonen’s passion for digital support stems from its ability to empower people and foster inclusivity. Her career aspirations focus on advancing digital support while staying connected to hands-on work—a role close to her heart.
Learn more:
Digital Support in Espoo.
The Mayor’s Innovation Competition.