läbitavust

Läbitavust is a term used in Finnish discussions of public administration and service design to describe a philosophy and set of practices aimed at enabling a process to pass through an organization from start to finish with minimal friction. The term is relatively uncommon and is often discussed in the context of end-to-end service delivery and customer experience.

Etymologically, läbitavust is a compound of the Finnish words läpi meaning through or across, and avustus meaning assistance. In use, läbitavust refers to designing workflows and organizational arrangements so that a case or request can move continuously from intake to resolution.

Core features include end-to-end service design, a single point of contact or case management, cross-department collaboration, and governance of data and interfaces to prevent unnecessary handoffs. It prioritizes user-centered journeys, transparency, and timeliness, while respecting privacy and statutory requirements.

Common domains are municipal services, healthcare, social welfare, education, and digital government services. In practice, läbitavust encourages mapping of service journeys, identifying bottlenecks, and integrating digital tools to support seamless information flow and accountability.

Implementation typically involves appointing an owner or case manager, creating end-to-end process maps, establishing shared data interfaces, and setting metrics such as processing time, completion rate, and user satisfaction. Challenges include silos, resource limits, and data governance needs.

See also end-to-end process, service design, case management.