Case Study: City of Espoo improves customer guidance with Innofactor

Innofactor developing new innovations with the City of Espoo

The City of Espoo sought to develop a new, customer-centric service hub called the Iso Omena Service Center, which combined ten different municipal service units. Their challenge was ensuring customers could easily find their way to the correct unit. They initiated an Agile pilots program, and the vendor, Innofactor, joined with a pilot project focused on using speech recognition and chatbot technology for digital customer guidance.

Innofactor's solution involved developing a concept through flexible collaboration, beginning with a workshop to map out frequent customer questions. The implemented solution was designed to provide answers regarding service unit locations. The City of Espoo was pleased with the smooth cooperation and Innofactor's understanding of their needs. While still in a testing phase, the city reported the project was progressing well and was seen as an important development that could lead to significant long-term benefits for citizen services.

City of Espoo

Veera Vihula

Project Manager