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) Item of expenditure
2009 M€
2010
2020
2030
SOCIAL SERVICES - children’s day-care - retirement homes - home help services - sheltered housing (estimate)
5005 2560 974 741 730
100 100 100 100 100
121 106 141 133 136
148 104 204 182 193
HEALTH SERVICES
9307
100
115
133
7006
100
99
103
EDUCATION SERVICES
Source: Ministry of Social Affairs and Health
Ministry of Finance 106
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, 80 FAMILY: widow, son and 2 granddothers (seen occasionaly). 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 house on 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 various examinations. 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!
Acceptance by stakeholders? Little attention to acceptance by other
Research has produced acceptance criteria on:
stakeholders
o Functionality / added value o Ease of use and suitability for daily use
Diversity of their requirements could lead to
o Safety and legal aspects
other acceptance criteria or to a shift in
o Costs and financing issues
emphasis
o Stigmatization and image issues
Product and Service Providers
o Ethical aspects
Cost Bearers / Insurances Care Institutions Municipalities
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
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
Product and Service Providers Cost Bearers / Insurances
Chances
Chances
+++ Stable market growth
+++ 24h care is possible
+++ Opportunity to adapt existing products to AAL market and integra
+++ Improved services lead to image enhancement
with existing devices
+++ AAL reduces care and medication costs
+++ AAL offers benefits to vast target groups
Barriers
Barriers
--- Data safety not guaranteed
--- Speed of market too high / big companies might overtake
--- Unclear responsibility in the case of accidents
small enterprises
--- Technology might replace human relationships
--- AAL products not yet marketable --- Unclear financing / public procurement
HELSINKI
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.
In order to successfully scale up and implement new user-centered service concepts‌
People: Understand decision making processes and identify the key decision makers p 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
Thank you Iina.oilinki@hel.fi www.daaproject.eu