The helpdesk that really helps
Coor’s first task was to offload the municipal engineer by developing a helpdesk that manages incoming requests. Residents can reach the helpdesk via the Internet or telephone. Coor personnel confirm their requests in a timely manner and direct them to the right person. At any time, residents can visit the municipality’s website to check the status of a request. And, once the work has been carried out, the helpdesk staff will notify them.
“One woman asked if the streetlights could be switched on earlier,” says Coor’s Jukka Tuominen. “When we looked into it, we found that it would only cost a few euros. So we obtained permission to change the schedule, and now the streets are lit when she walks her dog in the evenings.”
Same staff, better service
While it’s not uncommon for municipalities to outsource cleaning or school lunch programs, this comprehensive service contract makes the municipality of Askola unique. “We’ve outsourced everything from sports and recreational activities to property management and maintenance,” says Askola’s Municipal Director, Mikko Komulainen. The contract Komulainen signed with Coor includes taking care of the water works; keeping the roads clear of snow and ice; as well as maintaining the swimming pools, schools, homes for the elderly, day care centres and more.
To handle the workload, Coor hired the municipality’s former personnel and recruited additional employees. Although some residents were afraid that they would get the same level of service since the staff was much the same, but this has not been the case. Coor brought in managers to follow the quality of the work and make sure residents’ needs are being met. The former staff has appreciated the fact that someone cares about what they do, and various interests groups have expressed praise that the services are better than before.
“When the teachers came back from summer break, they were surprised to find that the grass was mown,” says Tuominen. In short, the residents are getting better service, the municipality saves money and the personnel are happier. It’s not surprising that other municipal councils in Finland are now calling Coor to find out how they, too, could benefit from outsourcing.
