Typically, the implementation of public administration services has been production-centric. This solution may work fine from the point of view of the organisation producing the service; however, for individual residents of the municipality the situation can be challenging. During significant life events, such as a divorce, the resident undergoing the event and their family may have to interact with several different authorities.
An alternative solution is to produce services in a human-centric way, in which life events are taken into account as a whole already during the planning stage of services. However, this solution requires a comprehensive view on the lives and needs of the municipality’s residents. This kind of overall picture cannot be achieved by relying on statistical data used traditionally in decision-making. The issue has not gone unnoticed by Leena Viitasaari, who is the Planning Director of the third biggest municipality in Finland, Tampere.