Voice of the Client

The aim of the Voice of the Client (Asiakkaan ääni) project is to make employment services more client-oriented. Espoo is preparing to start organising employment and economic development services (TE services) for its residents starting from the beginning of 2025, and the project is part of these preparations.

We collect information on the client experience and involve clients in the development of employment services.

The aim of the Voice of the Client project is to make employment services more client-oriented. We collect information on the client experience, pilot new practices and involve clients and staff in the development of employment services. The aim is to create a client-oriented development model for employment services by 2025 when TE services will be transferred to municipalities.

The project is carried out by Employment Espoo, i.e. the local government pilot on employment in Espoo, between 2022 and 2024. The target groups are Espoo-based jobseekers, to whom we provide employment services, and the employers in the capital region, who we assist in finding labour. The methods used include continuous measurement of client satisfaction as well as participatory and service design methods.

The project is funded by the Dynamic Espoo programme.

The client is an active participant whose client experience we want to invest in.
The client experience includes everything the client thinks and feels during their service path or even before the client relationship starts.
A good client experience improves the effectiveness of employment services and promotes employment.
The development of the client experience is goal-oriented. Activities are developed in line with the goals of the client experience.
The information gathered in client service work (including silent information) is used in the development of services.
Clients participate in the development of activities in a variety of ways (information, activities, planning).
The staff is closely involved in the development of a client-oriented operating model.

Measures in 2023

We identified 23 development measures in our private client services. These findings were based on the results of client surveys and interviews.
We interviewed 15 foreign-language clients and 15 young clients about their experiences with employment services.
We are working on a client-oriented development model for our employer services. The work started with internal workshops in the spring of 2023.
We are exploring client-oriented operating models used by other cities and public organisations, such as the Tax Administration and Kela.

Measures in 2022

We created a client-oriented development model for our private clients. Our staff and clients participated in the development work.
We sent a client survey to our clients (17,000 people). Among them, 13.8% responded to the survey (1,600 people).
We set qualitative and quantitative goals for our client experience. We want to provide well-targeted, clear, accessible and effective employment services.
We created team-specific practical instructions on the goals of the client experience for our client service staff. We also created posters of the instructions.
We asked young people to tell us about their experiences and wishes related to employment services (group discussion).
We organised workshops on the premises of Espoo City Theatre, where our clients got to practise their job-seeking skills using art-based methods. Women with an immigrant background were the target group of the pilot. The content of the workshops was planned together with our clients. The pilot was carried out in cooperation between Espoo’s Employment Services, Cultural Services and Espoo City Theatre.
We acquired customer feedback machines for our service points (the Piispanportti office and the Iso Omena Service Centre) and our events (Sello Library). During the first six months, we received feedback from 554 visitors.

Voice of the Client

Project starting points

Project measures