City of Helsinki

Shaping public services around citizens’ needs

Elderly and disabled citizens can feel lonely and isolated. Thanks to the City of Helsinki, that’s no longer the case. The government-owned agency has put Helsinki’s citizens at the heart of its multichannel contact centre strategy.

It’s much easier for citizens to arrange catering, property maintenance, cleaning, security and wellness services. Urgent inquiries, like incoming calls from homes with emergency nurse-call systems, are dealt with quicker.

In addition, the City of Helsinki benefits from deeper understanding of contact centre performance. Waiting times have been reduced, enabling them to offer higher SLAs. Dashboard reporting keeps everything on track. And agents are happier because their work is more varied and fulfilling.


  • Citizens have more choice and ways to resolve issues
  • Better insight and tools for managing contact centre performance
  • Agent are more efficient and fulfilled


  • Align contact centre to support business growth
  • Improve citizen experience and service levels

Calls used to last about 20 minutes on average. The majority are now resolved first time and dealt with in less than four minutes.

Riitta Karvinen, Director, City of Helsinki