Digital support providers can provide guidance and help with the use of a computer, mobile phone, tablet computer or other mobile devices. Guidance and help with the use of electronic services is also provided. The support can include courses on the use of devices or services, guidance events or one-on-one help.
The authorities will help with how to use their own web services. Many digital support providers, for example libraries and associations, provide guidance on the use of both the authorities' services and other web services. Authorisation is required for another person to use the web services on your behalf.
Digital support refers to the support provided for e-services, electronic services, and devices. Digital support does not usually mean repairing faulty devices.
Each digital support provider determines what kind of help it will provide and how it will provide it. However, the authorities are always required to provide the necessary guidance for those who wish to use their services.
Digital support may be
- face-to-face support, for example, service points, peer support and support at home
- remote support, for example, a chat, telephone or video assistance
- training, for example, online training, courses provided by community colleges and videos.
The person providing support cannot use a service on your behalf or handle, for example, the banking or other codes needed for using the service.
Digital support can be provided by
- service points, workers institutes and community colleges,
- libraries, peer advisers,
- voluntary associations, organisations or companies.
- whether you need to bring with you a device of your own for the guidance, or
- whether devices for practicing are provided at the location.
It is worthwhile asking for the phone's or computer's user guide from the seller first. It is usually possible to configure the start-up settings at the place of purchase or with the help of the seller's telephone support.
In other cases, ask for advice in the library or the service point/Citizen's Service Point in your home municipality. These will give you information on which local individual or organisation may be able to help you. You can also ask the Public Service Info service about who offers digital support in your local area.
You can also develop your digital skills at an institute of adult education, workers’ institute, or adult education centre. Their courses may last a few hours, days or even a whole term.
Organisations arrange both short and more detailed courses. Various organisations in Finland provide guidance on the use of digital devices and media to both their target audiences and the general public.
Many organisations provide guidance in information technology particularly for the elderly. The Finnish Association for the Welfare of Older People’s SeniorSurf campaign compiles information on where teaching is offered nationally.
Contact Public Service Info. It is a service of the Digital and Population Data Services Agency that will guide you to the correct government department or agency and help you in the use of services. You can contact Public Service Info
- by telephone
- online in a chat
- by submitting an electronic form
- by email
- by using a remote connection or
- by sending a text message from your phone.
Public Service Info does not deal with official matters itself but guides you to the appropriate government department or agency. It operates in Finnish, Swedish or English.
You can get digital help from your home municipality’s service point/Citizens Service Point or library with the following things
- using web services
- reserving appointments
- filling in online forms
- scanning and printing documents and
- using the Internet.
Many organisations provide guidance in information technology to a wide range of user groups.
The SeniorSurf campaign of the Finnish Association for the Welfare of Older People compiles information on where teaching is offered nationally especially for the elderly. The closest place offering guidance can be found on the SeniorSurf online service by searching for the name of the municipality or by entering your postal code.
Digital services guidance provided by municipalities, libraries and all government departments or agencies is always free. Usually, guidance provided by organisations is also free.
There is normally a fee for digital teaching given in adult education colleges, workers institutes and community colleges.
Companies charge for the services as set out in their price list. Ask about the price before you buy installation or help services from companies.
Never give your online banking ID to anyone. You should contact your bank if you wish to authorise another person to deal with your bank matters.
Online banking IDs and other personal IDs should never be given to anyone offering digital support, providing guidance, holding a course or helping you to use the services, either.
If a support person is present when you are using services, ask them to leave while you enter your online ID or other identifying information.
The online services provided by public authorities require strong identification to ensure the identity of the person using them.
Strong identification requires one of the following methods:
- online banking ID
- mobile ID
- electronic identity card and reader.
The identification process is safe, as your data is transmitted to the authority via a secure connection.
If you do not wish to identify yourself with your online banking ID, you can apply for a mobile ID, which is linked to your mobile phone subscription, and practice using it. More information on strong identification.
Yes, but you need the person’s consent, i.e., that person must authorise you to act on their behalf.
You can request your relative’s consent to the handling of their affairs online through the Suomi.fi e-Authorizations service. In the authorisation request, you should specify whose affairs you wish to deal with, for what period and what kind of affairs, for example medical prescription renewal or tax issues. The authorisation is valid when your relative has accepted the request.
The websites of various government departments or agencies have forms for using the services on behalf of others. You will be able to deal with issues on behalf of another when you have received their authorisation.
A library or a municipality’s service point/Citizens Service Point will direct you to a suitable operator. Companies and individuals selling private help services make home visits.
If you end up buying help from a company, you can apply for tax credit for domestic help or household expenses in your tax return. The tax credit is given for the installation and repair of information technology equipment, for the installation and repair of network connections, and for the installation of software in devices. You may also order domestic computer guidance and help, which is covered by the tax credit.
There is no need to worry. Government departments or agencies give support and guidance on the use of electronic web services. Government departments or agencies are obliged to offer services by other means to citizens who are unable to or do not want to use web services.
Chat is an interactive channel through which you can interact with a computer support person online in real time: you can enter write information about an issue and receive a reply during the same session. Chat is like a phone call except that the communication is written.
Many municipalities, government agencies, and several online stores have their own chat services. The most typical location for a chat window is on the bottom right corner of a webpage, and it may even open automatically.
Some chat services are run by automated robots, meaning that your questions will be answered by a computer program. The robot, which is powered by an artificial intelligence solution, will read your question and attempt to provide a suitable answer. If the robot is unable to answer your question, it will direct you to a human representative.