Suomi.fi Messages is a communication channel between organisations and their customers. Through the service, organisations can send messages, documents and decisions to individuals, companies, associations and other organisations. Organisations may also choose to receive messages from their customers.
Organisations that are subject to the statutory obligation to use the service must primarily deliver official documents through Suomi.fi Messages. In addition to the service of documents, the service can be used for a wide range of customer communications.
What can an organisation send?
Examples of content that can be sent through Suomi.fi Messages include:
decisions
requests for information or clarification
documents related to the processing of a matter
appointment confirmations
reminders
updates on case progress
payment instructions
invoices
service guidance
other customer-specific messages.
Documents and images related to the processing of a matter can also be attached to messages.
What can an organisation receive?
Organisations can enable two-way communication. This allows customers to send messages, documents and other information related to the handling of their matter.
The customer's ability to respond can be used, for example, when supplementary information or additional attachments are requested.
What cannot be sent through suomi.fi messages?
Suomi.fi Messages works best when users can trust that the messages they receive in their electronic mailbox are relevant to them.
The service is not intended for:
general announcements
marketing
advertising
internal organisational communications
information exchange between authorities.
Suomi.fi Messages is also not the appropriate channel for urgent situations or matters requiring immediate action.
Examples of How the Service Can Be Used
The ways in which Suomi.fi Messages can be used vary according to an organisation’s duties and sector. The examples below describe common use cases that are suitable for a wide range of services. Different message types can be used at different stages of the same service process.
Sector-specific guidance pages also provide examples of how Suomi.fi Messages can be used in the services and processes of different authorities:
Organisations that are subject to the obligation to use the service must primarily use Suomi.fi Messages for the service of documents referred to in section 54 of the Administrative Procedure Act. Service of documents may be carried out as ordinary service or verifiable service.
Examples include:
decisions
notices
summonses
requests for supplementary information
inspection reports
notifications of receipt of documents
estimates of the date on which a decision will be issued
other documents affecting the processing of a matter.
The objective is to ensure that the party concerned receives official and reliable information about a matter affecting them, enabling them to exercise their rights, provide the necessary information or take required actions.
Benefits include fast delivery, traceability and security. Organisations can reduce both administrative and postal costs.
Electronic messages can be used to keep end users informed about the progress of their case and other relevant developments related to it.
Examples include:
acknowledgements of receipt
notifications that a matter has been initiated
progress updates and status notifications.
The objective is to provide customers with interim information about the progress of their case. This keeps them informed without the need to contact the organisation separately for status updates.
The benefit is a value-adding service that is particularly well suited to digital services. When customers know how their case is progressing, the workload of customer service is reduced, while transparency and trust in the organisation’s processes are improved.
Suomi.fi Messages can be used for proactive customer communication. Proactive messages can be used to inform customers about upcoming changes, deadlines or other matters that require action or that customers should be aware of in advance. This enables customers to receive relevant information at the right time and prepare accordingly.
Examples include:
reminders of approaching deadlines
reminders that a permit, agreement or registration is about to expire
reminders of renewal requirements
reminders about missing attachments or incomplete applications
appointment reminders
advance information about an upcoming application round
information about service changes for a specific target group.
The objective is to provide timely information about upcoming changes, deadlines and other matters that may affect the customer. Proactive communication helps customers prepare for changes and take necessary action on time.
The benefit is a customer-oriented service that adds value and supports smooth digital interactions. Customers can anticipate future events and act in a timely manner, reducing missed actions and overdue deadlines. At the same time, the workload of customer service is reduced.
Organisations can send customers messages that support the smooth handling of their affairs and may require action or a response from the customer.
Examples include:
appointment confirmations
requests for additional information
requests to verify or supplement information
invoices and payment instructions
receipts and payment confirmations
requests to approve, confirm or update information
collection notices
other instructions related to the handling of a matter, as well as service guidance.
The objective is to ensure that end users receive the information, instructions and requests they need at the right time so that they can act as required. This helps matters proceed smoothly, efficiently and without unnecessary delays.
The benefit is that customers receive all essential information for managing their affairs reliably through a single channel. Messages are easy to find and available whenever needed. This reduces uncertainty, makes it easier to manage matters and supports a smooth customer experience.
