Palvelukartta

Palvelukartta, meaning service map, is a planning and presentation tool used in public administration to map the services available to residents and how these services relate to one another. It aims to provide a clear, user-centred overview of what is offered, by whom, and under what conditions.

A Palvelukartta typically lists services, describes the workflow or pathways to complete a task, notes prerequisites and required documents, and indicates the channels through which each service can be accessed (online, telephone, or in person). It may organize services by life event or policy area and often links to forms, contact points, and timelines. The overarching goal is to improve transparency, accessibility, and coordination across public bodies.

Components commonly found in a service map include a catalog of services, service pathways showing steps and dependencies, eligibility criteria, cost information, document requirements, service hours, and points of contact. Maps may also note language options and accessibility considerations to help diverse users.

Palvelukartta is used by municipalities, ministries, and other public agencies and is frequently integrated with national digital platforms such as Suomi.fi to support online access and identity verification. By providing a navigable overview of services, the map supports service design and the development of user-friendly, integrated public services.

Historically, the concept aligns with the Finnish public sector's emphasis on service design and user-centred administration, expanding with digitalization to include online services and cross-agency coordination. It is now a common element of public service delivery in Finland and, in some contexts, international readers may encounter similarly named maps in local government projects.