Kokonaispalvelu

Kokonaispalvelu is a Finnish term describing a service delivery model in which a single provider offers a complete set of services that cover all stages of a project or lifecycle, from initial assessment to ongoing support. The concept is often equated with end-to-end or turnkey service, with the aim of providing a single point of contact and responsibility for the customer and reducing the need to coordinate multiple contractors.

The scope of kokonaispalvelu varies by sector but typically includes needs analysis, design or planning, procurement and project management, implementation or construction, commissioning, and ongoing maintenance, monitoring, and support. In IT, for example, a kokonaispalvelu may involve requirements gathering, software development, deployment, and managed services; in facility management, it can cover building services, renovations, and upkeep.

Benefits of this model include simplified procurement, clearer accountability, potential cost savings through integrated planning, and faster decision cycles. Challenges involve the risk of vendor lock-in, the need for strong governance and well-defined service level agreements, and the requirement that the supplier deliver quality across diverse functions and technologies.

Kokonaispalvelu is widely used in Finland across industries such as construction, IT, energy, and facility management, where customers seek streamlined delivery, unified contracts, and cohesive service delivery.