Customer service is a key part of the work of professionals in the social and health care sector. A customer’s difficult life situation or just a tight schedule, for example, can make interactions challenging. Our solutions are the Kompassi and Arvoa methods.
The Kompassi method is designed to provide customers with an easy way to provide information on their life situation. Kompassi visualises the life situation in key areas of the person’s life. The user-friendly application makes networks visible. Over the longer term, Kompassi tells you which services work, what is lacking and what needs to be further developed.
Compass visualises the customer’s life situation
Kompassi is a method based on practical work. When a customer’s situation is difficult, things can also be difficult for the instructor if there are communication problems. The questions contained in the Kompassi system support the handling of difficult situations and make it easier to express things.
The customer and instructor use Kompassi together on the same computer or tablet. The instructor supports the customer and presents supplementary questions, but otherwise the customer uses the system independently.
The questions are divided into seven different areas, with more in-depth questions for each area. They are not new – what is new is the way in which the customer’s situation is ultimately grasped. The system calls for open-mindedness on the part of the instructor, since the results cannot be known in advance.
A web-shaped pattern is drawn on the Kompassi screen. It clearly indicates the areas in which the customer feels good, and where they have the most difficulty.
Kompassi makes the operator network and collaboration visible, and provides a tool for performance monitoring and impact assessment. In the long term, Kompassi indicates which services will work, what needs to be further developed, and what is completely lacking.
Towards a better understanding of customers
The customer first uses Kompassi for a general assessment. Further use of Kompassi clearly identifies the areas where support is needed. When it is possible to connect services and functions regionally in Kompassi, the service path is as short and clear as possible.
It is possible to have a service connection to Kompassi to ensure providers can profile their activities in the different areas of Kompassi. The services are visible to both the customer and the instructor. Kompassi enables instructors to identify possible service gaps. The municipality makes a decision on the service connection. The instructor’s task is to present the services and suggest them to the customer. However, the customers themselves always decide whether they will use the service, since the decision is binding.
Kompassi also supports instruction
When Kompassi makes the operator network and collaborators visible, it also provides a tool for performance monitoring and the evaluation of effectiveness. Finding the right service is naturally a major issue for the customer, but it is also important for management to understand which service is not useful for the customer.
Kompassi is used in social, health care and employment services, family and youth work, child protection and by organisations.
The ARVOA method helps identify ability to function
The ARVOA method helps social workers to identify the performance, burden and coping resources of the families they help. In this way, the family can be directed to the services that can provide them with the most suitable support.
After the evaluation, the worker immediately sees any changes in the need for family assistance. The information can be used as a basis for the service plan and for directing the family to the support services that are best for them.
The ARVOA method works with a browser-based application, making it easy to use. The assessment is fast, because the customer can complete the form online. The worker immediately sees changes in family functioning and in the need for assistance.
Help in service planning
The method is used to display the performance of the customer family as an easily understood image from both the worker’s and the customer’s perspective. The data generated by the method can be used as a basis for the customer family service plan.
The ARVOA method is used to generate reports at the customer, unit and organisational levels. The data can be used to monitor the effectiveness of services and to compare individual offices. It is also possible to implement a data-specific or regional cross-sectional study.
The pricing of the ARVOA method is based on the municipality’s population base. The development of ARVOA was transferred from the Association of Finnish Local and Regional Authorities to FCG in the autumn of 2019.