Developing interactive customer service
Developing interactive customer service - Yleistä
Occupational Safety and Health Administration aims to involve customers’ needs in the development of digital occupational safety and health services. In spring 2020, we tested service design with workplaces, stakeholders and our own staff. We wanted to especially focus on digital services, such as smart services, advanced information retrieval and the maintenance of our supervision data as well as tools and good practices for improving occupational safety and health activities while taking into account the specific requirements of each workplace.
In the service design workshops, we received a lot of information and ideas on what kind of services the workplaces would benefit from the most in the development of occupational safety and health. A large number of employers and employees from different workplaces in different parts of Finland participated in the workshops. Various sectors were extensively involved in the development work. With the help of the information gathered, we have started developing a new type of interactive e-service that would make it possible to use services 24/7 and to optimise the independent use of our services at workplaces.
We are now piloting service scenarios selected from the workshops. They include new service channels as well as methods of guidance and supervision whose purpose is to make our operations more impactful. We are utilising the opportunities of digitalisation by boldly experimenting with partners and customers.
At the moment there are three services being piloted in the interactive occupational safety and health e-service: reporting the fulfilment of obligations issued by an occupational safety and health inspector, the assessment of occupational safety management at a workplace, and submitting an enforcement request after a certificate of employment has not been provided. Using the services makes it possible to resolve service requests faster and to monitor the progress of requests that are being processed. For more information, see the page E-service pilot.
We will continue to report on the progress of the interactive customer service development project on our website. Stay tuned!
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