Realisation of DigiHelsinki Oy’s service quality and staff objectives
DigiHelsinki's service quality and staff targets have been met partly in line with the ownership strategy. The service level requirements and the division of responsibilities between the City and the company need to be clarified. The creation of a digital services competence cluster is still a work in progress.
The goal of the assessment
The main questions of the assessment were whether DigiHelsinki Oy’s (DigiHelsinki) service quality is in line with the objectives of the ownership strategy and whether the staff objectives are being met in accordance with the ownership strategy. DigiHelsinki is a subsidiary entirely owned by the City of Helsinki, whose mission is to produce, develop and sell the digital services needed by Helsinki City Group. DigiHelsinki started its operations on 1 January 2023, and it employed around 170 people in 2025.
Conclusions
The quality of service provided by DigiHelsinki is only partly in line with the objectives of the ownership strategy. End-users, i.e. City employees, have been largely satisfied with the basic digital services. The target level of customer satisfaction among the clients has not been reached, but satisfaction has improved year on year. The division of responsibilities between the City and DigiHelsinki needs to be clarified, and there are no comprehensively defined service level requirements for the services provided by the company. DigiHelsinki’s staff targets are partly met in line with the ownership strategy and staff satisfaction has remained good. The assessment shows that the creation of a digital services cluster of excellence has not yet materialised. This is due to the resources and expertise of both the City and DigiHelsinki. The City’s digital services were centralised and incorporated rapidly. The incorporation process led to uncertainty and discomfort among staff.
Recommendations of the Audit Committee
As the body responsible for corporate governance, the City Executive Office must
- clarify the division of responsibilities between the City and DigiHelsinki Oy, particularly in matters of data security.
- define clear service levels for the services provided by the company together with DigiHelsinki Oy and monitor their implementation.
- ensure that both the City and DigiHelsinki Oy have sufficient expertise to develop digital services in line with the ownership strategy.