Migri improves customer service at service points

10/06/2021

The Finnish Immigration Service is improving its customer services. During the summer, the Finnish Immigration Service will open thousands of new appointments for its services points and provide more advisory services to customers. The Finnish Immigration Service is currently exploring the options of upgrading its appointment booking system.

The appointment booking system of the Finnish Immigration Service is currently experiencing a backlog. The average waiting time for an appointment at a service point is currently three months. However, the service will be adding more new appointments during this summer. The short-term goal is that, by the end of the summer, customers will be able to book an appointment within one month. The goal is also to ensure that in urgent matters, customers are able to receive service on the same day using the queuing number system.

"Our goal is to offer quick and high-quality service through all our customer service channels even if the number of applications that we processes should increase," says Harriet Mallenius, Director of Customer Experience.

When applying for a residence permit, EU citizen's registration or citizenship, applicants must go through an identification process to prove their identity. The first residence permit is typically applied for from abroad but those applying for an extended residence permit or citizenship must complete the identification process at a Finnish Immigration Services point. The service points serve approximately 8,000 customers per month.

Read more: Press release 10.6.2021

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