Development of remote services 

The functionality of remote services at joint service points of the City of Oulu and close municipalities was studied through service design, user experience studies, interviews and surveys. Service point vsits and interviews with  service points employees were conducted in six locations (Ii, Yli-Ii, Kiiminki, Ylikiiminki, Muhos and Utajärvi) and user tests were carried out in four locations (Ii, Yli-Ii, Kiiminki and Ylikiiminki). Surveys and online discussions for residents and employees were conducted in the PATIO forum and UBI interactive displays. A total of more than 180 local residents, 4 municipalities and 7 authorities participated in the development project. The views of residents and service providers gave valuable information on design for the development of a remote service model.

 

”Collaboration with OULLabs enabled customer centric development of remote services together with the service points and service providers” EPPI Northern Ostrobothnia remote service project manager Ville Kauppi

 

Product testing within public procurement

In 2013, the City of Oulu piloted a new type of innovative procedure for public procurement. The acquisition of a new mobile door-opening system for the city’s home care needs was carried out i.a. on the basis of product testing and the scoring based on the OULLabs expert service provided within MAINIO project.

Home care workers and usability professionals tested products in real environment
The home care professionals of the City of Oulu acted as testers for mobile door-opening products and system and participated in the survey at PATIO forum. The supplier was selected  on the basis of the highest score obtained from the product testing (quality 40%) and other criteria (price 60%). The companies and professionals involved in the bidding process considered a new procurement procedure useful and a good way to act. Companies received feedback on product development, and home care professionals were through testing and scoring able to genuinely influence the purchase aimed to ease their daily work.

“Even if we do not win a bidding, we will get a user experience on our service”
A company involved in the tender

“This procedure will continue to be used in the future”
Anna-Maria Levy, Strategic Procurement Manager / Dep. Development Manager, City of Oulu

“Several cities have been interested in trying out the same procedure in their own procurement”
Project Manager Arto Seppänen