Developing Services Provided to Labour Migrants in the Helsinki Metropolitan Area
Pielismaa, Sanna (2014)
Pielismaa, Sanna
Tampereen ammattikorkeakoulu
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014091113900
https://urn.fi/URN:NBN:fi:amk-2014091113900
Tiivistelmä
The thesis was commissioned by the Helsinki Region Chamber of Commerce in order to study the services provided to labour immigrants in the Helsinki Metropolitan Area. The thesis studied the current services provided in the Helsinki Region and also in three other Metropolitan Areas that were Amsterdam, Copenhagen and Oslo. The cities were chosen in agreement with the Chamber of Commerce because the cities in question have developed a concentrated service point. The secondary data collected by benchmarking was gathered in order to find out the strengths and weaknesses of a concentrated service model.
The purpose of the thesis was to find development suggestions for the Helsinki Region and to study if a one-stop shop could be an option. The thesis was executed as a qualitative study using primary research in the form of interviews. The four interviewees were service providers and experts on the field of labour immigration and they provided their own views on labour migration and how the services could be developed. The thesis researched the theory of service management and marketing to find out how to create an efficient service model that would improve the quality of services and simultaneously improve customer satisfaction.
The data collected from benchmarking and from the interviews pointed to the direction that a certain kind of a service centre could benefit the Helsinki Region. A so-called one-stop shop could create an effective solution to the challenges Helsinki and Finland are facing with trying to increase their attractiveness to foreign workers. The suggestion would be to improve the In To Finland service point by increasing their service selection. In To Finland is a shared service point of the Social Insurance Institution of Finland and the Tax Administration located in Helsinki. In To Finland has already brought two important service providers together and joining them with the Police and the Immigration Office would create a solid foundation for a one-stop shop in Helsinki. A one-stop shop would use the existing resources and concentrating services to one point would ease the immigration process for the customer.
The greatest downsides of a concentrated service model are related to creating it. There are questions concerning the financing and ownership of the centre as well as structuring it. After, it is proven that this type of a service centre will make the process easier for both the customer and service providers. The most important thing is that the service providers would increase their cooperation in order to improve the quality of services and to increase their competitiveness with the other European Metropolitan Areas.
The purpose of the thesis was to find development suggestions for the Helsinki Region and to study if a one-stop shop could be an option. The thesis was executed as a qualitative study using primary research in the form of interviews. The four interviewees were service providers and experts on the field of labour immigration and they provided their own views on labour migration and how the services could be developed. The thesis researched the theory of service management and marketing to find out how to create an efficient service model that would improve the quality of services and simultaneously improve customer satisfaction.
The data collected from benchmarking and from the interviews pointed to the direction that a certain kind of a service centre could benefit the Helsinki Region. A so-called one-stop shop could create an effective solution to the challenges Helsinki and Finland are facing with trying to increase their attractiveness to foreign workers. The suggestion would be to improve the In To Finland service point by increasing their service selection. In To Finland is a shared service point of the Social Insurance Institution of Finland and the Tax Administration located in Helsinki. In To Finland has already brought two important service providers together and joining them with the Police and the Immigration Office would create a solid foundation for a one-stop shop in Helsinki. A one-stop shop would use the existing resources and concentrating services to one point would ease the immigration process for the customer.
The greatest downsides of a concentrated service model are related to creating it. There are questions concerning the financing and ownership of the centre as well as structuring it. After, it is proven that this type of a service centre will make the process easier for both the customer and service providers. The most important thing is that the service providers would increase their cooperation in order to improve the quality of services and to increase their competitiveness with the other European Metropolitan Areas.