Public authorities focus on the development of digital services, but the need for alternative service channels is also widely recognised. Many groups, not just older people, need support for using digital services.
From the perspective of public authorities, digital services are often the smoothest and most cost-effective way of organising access to services. The aim of the audit was to provide information on how public authorities organise access to their services for customers who are unable to use digital services or who need support for using digital services.
The audit topic was topical particularly because it is an objective of Prime Minister Petteri Orpo’s Government to make digital services the primary channel of access to public services. The audit topic was also based on the concern that, as a result of the digitalisation of society and services, an increasing number of citizens may be excluded from the services. The audit topic is of social significance, but it is difficult to assess its significance to central government finances.
It became clear in the audit that a need for non-digital service channels will remain even in the future. There can be many different reasons behind the barriers to using digital services, and the ability to use digital services can vary in different situations. Therefore, the authorities should ensure the availability and development of alternative service channels.
Regional digital support networks were developed in projects coordinated by the Ministry of Finance between 2016 and 2021. However, following the completion of the projects, the networks have mostly faded away because no one has been responsible for leading them. The National Audit Office is of the opinion that the regional coordination responsibility for digital support should be defined in connection with the ongoing central government service and premises network reform. The concept of joint service points should also be developed based on the lessons learned and experiences gained from the first joint service points implemented in order to ensure that the concept operates as well as possible for both customers and the staff.
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