asiointivastuu
Asiointivastuu is a concept used in Finnish public administration and service provision referring to the obligation of a service provider to handle a citizen's matter with due care and efficiency. It describes how authorities and other organizations manage communications, decisions, and follow-up in a customer-facing process.
The scope includes timely responses to inquiries, clear information about procedures and required documents, processing of
In practice, asiointivastuu is implemented through service charters, channel-specific guidelines, and internal workflows. Public agencies may
The concept supports accountability and user-oriented service, but definitions and expectations can vary between organizations. Citizens
Related ideas include service level agreements, administrative procedures, and digital service design.