« Takaisin

A face-to-face local service

Long distances, poor transport connections and clients' challenging life situations complicate access to services even if there are services available. When services move to locations that are increasingly further away and become increasingly electronic, the importance of a face-to-face service and guidance is emphasised.

This good practice means that support persons offer a face-to-face local service and guidance to those in a weak position in the labour market and those excluded or at risk of being excluded from working life.  If necessary, the face-to-face local service will even be taken to the client's home.  The service ensures that the client is genuinely heard and understood and that the client has access to the services he or she needs.

Implementation of the good practice

The clients of the face-to-face local service are those in a weak position in the labour market and those excluded or at risk of becoming excluded from working life. A wide variety of other troubles such as debts, social and health problems, lack of skills and knowledge or a substance abuse problem may also be contributing to the client's situation. In this good practice, we start to solve problems with the client in a goal-oriented way.

The client is offered the opportunity to come and use the services face-to-face instead of using an electronic service channel. In the face-to-face local service, he or she is directed to use other services as necessary. The availability of the services required by the client is ensured by accompanying the client to the service point or by helping the client use the electronic service channels. In the initial stage, the service is taken to the client's home.  It is easier for some clients to act in a familiar environment, for example, if they suffer from a fear of social situations.  The client is given time and progress is made in a goal-oriented manner at the client's own pace.


  • Clients' participation increases and they become more active
  • Clients made progress and become more engaged in other services
  • Clients' life management improves
  • Clients' wellbeing improves
  • Service providers save costs when the overall use rate of services increases
  • Resources and services can be targeted better, which benefits the municipality and society as well as the client.

How to take advantage of the good practice

There is a need for local services in the future as electronic services are not suitable for everyone. Disadvantaged residents must not be forgotten in the forthcoming growth services.


Tuomas Koskela, North Ostrobothnia Centre for Economic Development, Transport and the Environment. +358 295 038 506,  tuomas.koskela(at)ely-keskus.fi

Further information on the project:

Structural Fund Information Service S20891
Priority axis 5. Social inclusion and combating poverty
Specific objective 10.1 Improving the ability of those outside employment to work and function