Finland – IT services: consulting, software development, Internet and support – Asiointipalvelun uudistus

The subject of the procurement is the renewal of the Employment Fund's electronic customer service as a whole, which includes both the customer interface used by customers and the interfaces required by customer service experts. This is a completely new implementation that replaces the current customer service and significantly expands its functions. The new customer service enables strong authentication-based login and allows customers to view their documents, messages, and other matters. Additionally, new customer service functions, such as moving the due date of invoices and applying for payment plans, will be implemented in the service. The current customer service has been implemented as part of the back-end system, but in the renewal, an independent service entity will be built that utilizes several back-end systems via interfaces and provides customer service experts with a separate interface for reviewing customer data and communication. The solution to be implemented also includes an interface for customer service experts. This expert interface functions as an internal tool also for handling messages and contacts received through other channels (e.g., phone calls). The new customer service will be implemented as a tailored solution in the Employment Fund's Microsoft Azure environment, utilizing the components and services offered by the environment. The selected supplier is responsible for the design and technical implementation of the new customer service as well as the necessary integrations. After the first phase is published, the selected supplier will produce support and maintenance services for the solution in cooperation with the Employment Fund's other partners. After the first implementation phase, the Employment Fund may procure further development and minor development of the service from the supplier, including possible licenses, application components, and other add-ons related to the solution. After the first phase, it is planned to expand the solution with new customer service functions to support other processes managed by the Employment Fund. The procurement contract is valid until further notice.