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Making the personal possible

Taking human services from the era of support to the Era of Empowerment


Demands on social services agencies are growing more complex, with shifting demographics pressurising agencies that are already stretched. The needs of Finnish citizens, meanwhile, continue to evolve—they expect digital self-service channels to meet their basic demands, and personalised care when it matters most.

Finland's social services agencies have proven resilient to tough challenges before, but many acknowledge that new forces demand a fundamental rethink of the operating model: from reactive and transactional to proactive and preventative.

This transition requires technology and people to be used in very different ways. To better understand how, we surveyed technology leaders in social services agencies in nine countries (Australia, Finland, France, Germany, Japan, Norway, Singapore, the United Kingdom and the United States.)

We found that not only are emerging technologies helping agencies to deliver new innovative services, they are freeing up the workforce to focus on the greatest needs of Finnish citizens.


Better by design

Andrew Besford, formerly head of Business Design at the Department for Work and Pensions UK and now at the Government Digital Service, explores what it takes to transform a vast government department into a modern, citizen-first operation:


Rainer Binder

Rainer Binder

Managing Director

Employment and Social Services Lead, Global

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Teemu Nymander

Teemu Nymander

Managing Director

Employment and Social Services Lead, Finland

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