Developments and facilitation of digital services for immigrants Moona Office

Abstract

The research aimed to examine user experiences and pinpoint major obstacles to determine how Moona Office can enhance its digital assistance programs for immigrants in Finland. Many immigrants face challenges accessing online administrative systems, poor computer literacy, and language obstacles as Finland continues its journey towards digital administration. They typically struggle to meet basic needs such as social welfare, employment, housing, and education on their own due to these problems. The primary digital barriers faced by Moona Office's immigrant customers were identified, and workable solutions to improve digital inclusion and service accessibility were proposed as the study's main objective. To help immigrants become more self-sufficient when utilising Finnish e-services, the study also sought to investigate how human and digital support might be blended successfully. The study employed the case study method as its qualitative research approach. This information was gathered from 10 individuals with varying ages, nationalities, and durations of residency in Finland through semi-structured interviews. The study employed thematic analysis to look at their digital service experiences, problems, and recommendations, as well as Moona Office's support procedures. The findings showed that customers greatly appreciated personalised and multilingual support, but they also wanted more ongoing training in digital literacy, more transparent service procedures, and instructional resources (videos, manuals, etc.) available in more than one language. The study results indicate that digital inclusion and equitable access to public services can be significantly enhanced by integrating culturally sensitive human support with improved digital tools. According to the results, the Moona Office played a crucial role in helping immigrants in the Kymenlaakso region overcome digital barriers and integrate more fully into society.