Finnish Safety and Chemicals Agency (Tukes) responds to a wish from the customers: many notifications and permits can soon be submitted electronically, and the ‘I Know My Products’ certification can be obtained for responsible operations
Finnish Safety and Chemicals Agency (Tukes) asked its customer how satisfied they are with the operations of Tukes. What customers most expect from Tukes are electronic and modern services. Tukes is currently engaged in several development projects aimed at offering customers even more options for electronic handling of dealings with Tukes.
Since last year, Tukes customers have been able to electronically submit notifications related to everything from regional administration’s customer services to refrigeration, rescue service equipment and electrical contracting. In 2019, 72% of notifications were made electronically. During this year, the aim is to transfer to using electrical notifications regarding electrical installations and approved companies and to improve the online payment of notifications. Also establishments processing dangerous chemicals and those requiring permits related to natural gas and biogas can apply for permits electronically from Tukes starting from the end of 2020.
Based on a customer survey, customers also want Tukes to support them in how to better promote responsibility in their operations. Tukes is in the process of developing new methods for this area. Customers can take part in exams on safety issues and after receiving an approved score, obtain the right to use the ‘I Know My Products’ certification. The certification indicates that the company is responsible and by passing the exam has shown that it is familiar with the regulations on product safety. The certification symbol will be taken into use during this year.
After dealing with Tukes, 71% of the customers have performed changes to enhance safety in their company
According to a customer survey, Tukes has been fairly successful in responding to customer wishes and expectations. The customers were especially happy with the cooperation with the Tukes personnel.
“We were delighted that 71% of the respondents told that they had made changes to promote safety after they had had contact with us. Tukes’s goal is to encourage our customers to act responsibly and pursuant to the laws, and this is why we offer plenty of instructions and guidance. It is great that we have been of help to so many customers,” Minna Päivinen, Director of Research and Development at Tukes says.
“We utilise monitoring to ensure that statutory obligations and requirements are met,” Päivinen continues.
A total of 842 private or corporate customers responded to the survey. The respondents included companies, professionals, consumers, municipal representatives and other authorities. Some of them were interviewed on the phone, and some responded to the survey electronically. The survey was implemented by Innolink in the autumn of 2019.
Citizens trust Tukes
At the end of 2019, Tukes participated in a reputation survey conducted by T-Media for organisations in public administration.
Based on the Reputation&Trust survey, authorities mostly need improvements in their ability to renew and interact.
Tukes placed fifth in the survey. A total of 69 operators were involved in the survey.
“We want to continue being trustworthy. We are aiming to achieve this especially by being open in our communication and interaction. We will continue to communicate actively on responsible and safe methods of operation, as well as on the results of our monitoring efforts and other work. We can also be contacted at a low threshold via our website and social media channels, says Mirva Kipinoinen, Director of Communications at Tukes.
Altogether 6,843 Finns participated in the Reputation&Trust survey in the autumn of 2019. The survey was conducted using an electronic form.
Development of electronic services at Tukes: Jorma Rantanen, Head of Unit, tel. +358 29 5052 106
Tukes Customer Surveys: Minna Päivinen, Director of Research and Development, tel. +358 29 5052 685
The results of the Reputation&Trust survey from the viewpoint of Tukes: Mirva Kipinoinen, Director of Communications, tel. +358 29 5052 119