DAA Project results

DESIGNING BETTER SERVICES -making ageing better

Iina Oilinki /DAA project City of Helsinki

Helsinki, Antwerp, Barcelona ,Berlin, Oslo, Stockholm, Sofia,, Warsaw Interreg IV C

THE PROBLEM

The Effect of Demographic Factors on the Demand for Basic Services in Finland during 2010-2030 (index 2010 = 100) = 100)

SOCIAL SERVICES 5005 100 121 148 - children’s day-care 2560 100 106 104 - retirement homes 974 100 141 204 - home help services 741 100 133 182 - sheltered housing (estimate) 730 100 136 193

HEALTH SERVICES 9307 100 115 133

EDUCATION SERVICES 7006 100 99 103

Item of expenditure 2009 M€ 2010 2020 2030

Source: Ministry of Social Affairs and Health

106

Ministry of Finance

THE SOLUTION

USING SERVICE DESIGN TO FIND THE BEST POSSIBLE SOLUTIONS

Examples from • Warsaw • Berlin • Helsinki

WARSAW Focus stage:

Work with users (to step into users’ shoes) Discovering needs (The working team used such methods as personal interviews IDI, Focus Group Interview FGI, ethnographical observation and workshops. Sociological research was conducted among older persons from Warsaw, seniors from Ośrodek Nowolipie, other stakeholders and policymakers.) Mapping impressions (looking for hidden needs, mapping key opportunities)

NAME, AGE: Lila, 80FAMILY: widow, son and 2 granddothers (seenoccasionaly).

EDUCATION: MA chemistry

PROFESIONAL CAREER: most of her career worked in factory on high position. Earlier retirement : age of 50.She run the household, cooked for the family etc.

HOUSING: 30 years she and her husband built a houseon the suburbs. Two months ago she moved back to the city. The flat is on a private secure area, top floor with elevator. Flat has 80m2 and 100m2 of tarrace.

HEALTH: Minor healthy issues. Attitude: over careful, controlling. Very often visits doctors, makes variousexaminations.

New in town

The designers proposed short, medium and long term strategies for the

centre. Among various ideas, the following solutions were put forward: an internet website, a hub for non-governmental organizations, cooperation with students and youth , workshops, sport activities, outdoor fitness and many more. All these ideas will be soon implemented in the new intergenerational center.

BERLIN Acceptance by end-users! Research has produced acceptance criteria on:

Functionality / added value Ease of use and suitability for daily use Safety and legal aspects Costs and financing issues Stigmatization and image issues Ethical aspects

Acceptance by stakeholders?

Little attention to acceptance by other

stakeholders

Diversity of their requirements could lead to

other acceptance criteria or to a shift in emphasis

Product and Service Providers Cost Bearers / Insurances Care Institutions Municipalities

Care Institutions

Chances

+++ Can ensure independency of the elderly

+++ AAL can keep staff healthy

+++ Time saver for personal interaction

Barriers

--- Unreliable technology

--- Unclear responsibility in the case of accidents

--- Staff is not open for using new technology

Municipalities

Chances

+++ AAL encourages citizen involvement

+++ Could replace other processes and thus save costs

+++ Pilot runs could stimulate interest and acceptance

Barriers

--- Technology might be outdated before operation starts

--- Technology must be easy to use and maintain

--- Unclear responsibility for operation of technology

Cost Bearers / Insurances

Chances

+++ 24h care is possible

+++ Improved services lead to image enhancement

+++ AAL reduces care and medication costs

Barriers

--- Data safety not guaranteed

--- Unclear responsibility in the case of accidents

--- Technology might replace human relationships

Product and Service Providers

Chances

+++ Stable market growth

+++ Opportunity to adapt existing products to AAL market and integra

with existing devices

+++ AAL offers benefits to vast target groups

Barriers

--- Speed of market too high / big companies might overtake

small enterprises

--- AAL products not yet marketable

--- Unclear financing / public procurement

How to implement and scale up new service concepts? New and innovative service concepts for the elderly are created in many different projects. However, these new service concepts only rarely become a part of the actual service palette. The City of Helsinki focused primarily on decision making processes and wanted to gain a deeper understanding of the obstacles that prevent implementing and scaling up new service concepts.

HELSINKI

In order to successfully scale up and implement new user-centered service concepts… People: Understand decision making processes and identify the key decision makers Communications: Make a communications plan, keep the multiple stakeholders and decision makers on track from concept design toward acceptance Measurement: Develop set of indicators so that you can show evidence of the project’s success Timing: Understand the realities of political and budgetary decision making and look for the right moment

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Thank you Iina.oilinki@hel.fi www.daaproject.eu