What is digital support?
Responsibilities of Digital Support at the City of Helsinki Executive Office
Digital support provided by the City of Helsinki Executive Office means guidance in using digital devices and services. Digital support is provided by digital support coaches from the Digital Inclusion Team of the City of Helsinki Executive Office.
- The customer is always responsible for the device used during digital support, the data stored on it, and any agreed software installations.
- The customer understands that there is a risk of data loss during digital support. The City of Helsinki is not responsible for any possible loss of data.
- The digital support coach does not act on behalf of the customer.
- If the digital support concerns services that require strong authentication, the customer logs in independently and does not share passwords or bank credentials with the digital support coach.
- Digital support is provided only through City service channels or at designated sessions and events.
- The City of Helsinki follows the ethical guidelines for digital support (Opens in a new tab) issued by the Digital and Population Data Services Agency (DVV).
Contact persons for digital support at the City of Helsinki Executive Office:
Anne Nissinen, Head of Digital Inclusion, anne.k.nissinen@hel.fi
Sofia Sato, Senior Specialist in Digital Support, sofia.sato@hel
Viivi Mujunen, Planerare för digitalt stöd, viivi.mujunen@hel.fi
You can get quick help on the use of computers, tablets and smartphones. Guidance for using e-services will also be available. In addition to support, we encourage our customers to try out, become inspired and develop their own digital skills independently (read more).
Digital support experts are the City’s own employees (e.g. in libraries, community centres, service centres). In addition to them, volunteers and the representatives of organisations cooperating with the City are involved in digital support at various service points of the City. Digital support is also provided by Helsinki-info’s advisers at Central Library Oodi and other service points.
Continuous development requires digital support experts to have a wide range of skills. For this reason, the City of Helsinki regularly trains its digital support experts to ensure that the support provided to its residents is of high quality and up to date. Although digital support experts operate in different organisations and locations, they are brought together in a cross-cutting network of divisions and cooperation partners.
The support is free and available for all residents who need support in everyday digital issues. We offer support for all ages and in various languages, as anyone could need digital support in some situations or at some stage of their life.
Support is close to the residents and easily available with or without an appointment. We support learning and encourage residents to act independently. We treat our customers with understanding and respect. The support is always free of charge at the City’s service points. We develop digital support, collaborate and are a part of a national network.
The principles of Helsinki digital support are also in line with the Digital and Population Data Services Agency’s ethical guidelines for digital support. Our digital support experts never handle customers’ electronic identification related to strong authentication. Customers are also always fully entitled to decide for themselves what personal information they want – or do not want – to show to the digital support experts.
The City of Helsinki’s vision is to be the most functional city in the world and the best at utilising digitalisation. Digital support provided to residents helps achieve the strategic goals of inclusion, equality and a resident-oriented approach.
There are more than 150 digital support points around the city
Digital support is provided by service locations of the City’s different divisions: Libraries, service centres, youth work locations, community centres, adult education centres, customer service points and all service points of Helsinki-info. Digital support can be provided as local support at a service point, at-home support or remote support.