Palvelumuodosta

Palvelumuodosta refers to the form or structure in which a service is delivered and organized. The term is most often used in Finnish public policy and social work to describe how services are arranged and the kind of interaction they provide to recipients. In this sense palvelumuodosta is an analytical lens that can be applied to a wide range of service sectors, from health care and education to municipal support services and digital public services. The concept emphasizes that the same end goal – helping a person or community – can be achieved through different service models, each with its own institutional setting, delivery mechanisms, professional roles and governance arrangements.

In Finland, the use of palvelumuodosta is guided by a number of legislative frameworks. The Finnish Act on Social and Health Services (Palveluntarveaineisto) encourages municipalities to select appropriate service models that meet the needs of residents and uphold quality, efficiency and equity. The Act on the Arrangement of Public Administrative Services (Palvelukeskeinen hallintajärjestys) focuses specifically on digital public services, discussing how the model of the service (e.g., on‑line, hybrid or in‑person) affects accessibility. In addition, the Finnish Public Procurement Act requires that government contracting processes consider the suitability of service models, encouraging competitive bidding on both cost and service form.

Examples of distinct palvelumuodosta include the municipal health centre model, which combines medical, preventive and social work services in a single location, and the home‑care model, where services are delivered directly into the home. Hybrid models – combining face‑to‑face interactions with digital tools – are increasingly common. Evaluations of these models use indicators such as satisfaction, cost per user and goal attainment, highlighting the importance of the service form for achieving desired outcomes.