palvelukanavista
Palvelukanavista is a Finnish term used in public administration to describe the various channels through which public services are delivered to citizens and businesses. The concept encompasses digital channels such as online portals, mobile applications, email and chat services, as well as physical service points like municipal and government offices, telephone service, and traditional mail. The aim is to provide accessible, consistent, and efficient service across channels, allowing users to choose the most suitable channel while ensuring that information and processes remain integrated.
Channel governance and design principles under the concept emphasize user-centered service design, accessibility for all users,
In Finland, the concept of palvelukanavista is reflected in a multi-channel public service strategy and platforms
Benefits of the approach include improved accessibility, faster processes, and higher citizen satisfaction. Challenges include addressing