Disability Services Client Event 26.5.2025 - Recording

What are the current processing times for appeals of decisions received by customers?

• The processing time for administrative review requests was 112 days in May 2024, meaning that an administrative review request is currently processed in less than four months. The processing time for administrative review requests has significantly decreased since the fall of 2024. Exceptions exist, but they are very rare. In such cases, thorough work and several additional investigations are required to provide a proposed solution.

How do you plan to improve the customer experience of disability services?

• We understand the concern about the slow and rigid processes of disability services. The service is strongly based on legislation, which brings with it precisely defined steps and obligations. This can sometimes appear complex and time-consuming to the customer. However, we have recognized the need to streamline customer paths and improve the customer experience. Our goal is to develop service processes to be more customer-oriented. The changes we have made to the organization and which will continue in the fall aim at this. The changes brought by the new disability service law last fall and this spring have required a lot of resources. Our work to improve the customer experience is ongoing and continues determinedly.

Not all LUVN offices are accessible. What is being done about this?

• Although not all of our current offices yet meet accessibility requirements, we can always arrange an accessible meeting for each of our customers – either at the office or nearby. During the transition to the wellbeing area, the lease agreements for the offices continued during the transition period, and the current premises will be maintained at least until the end of 2025. During this time, we are working closely with our Facilities Services to review and plan the transition from inaccessible premises towards accessible solutions.

Does LUVN utilize the expertise of local disability councils in its projects?

• LUVN actively utilizes the expertise of its own disability council in its development work. The LUVN disability council consists of representatives selected by members of local disability councils. The disability council is informed about current issues and asked for statements, which are taken into account in the planning and implementation of services and projects.

How do you plan to develop the quality and reliability of the new transportation center and extend taxi standby times?

• The quality and reliability of the new service center are closely monitored daily in collaboration with the transportation dispatch operator using agreed key figures. These are mainly the same key figures used to monitor the quality and reliability of the transportation center previously operating in Espoo. With the introduction of new transportation agreements, we will use shift vehicles throughout the LUVN area. Shift vehicles operate transportation every day of the year. Shifts are distributed evenly among shift vehicles. Shift lengths are 4-12 hours and are divided into morning, evening, and night shifts. Shifts are modified and formed according to customer needs so that the utilization rate target is over 80 percent. In addition to shift vehicles, there are plenty of contract vehicles available, whose driving times vary according to need. Customer needs are regularly communicated to contract vehicles.

Does transportation service mean that the customer can choose the driver themselves and call the order directly to them, or do they have to call through the transportation center? Or do they need a fixed taxi decision?

• If the customer has the right to a fixed taxi, they can order transportation directly from the fixed taxi. The fixed taxi then registers the customer's orders with the Service Center. A customer with the right to a fixed taxi can also order transportation through the Service Center and use either their fixed taxi or choose any suitable vehicle dispatched by the dispatch center.

Are there somewhere names of taxis that can be used?

• Taxis do not have separate names; the dispatch center dispatches transportation orders to vehicles based on the registration number.

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Welcome to the client event for disability services!

Disability Services Client Event on Teams
Monday 26.5.2025 at 18.00–19.00.

The webinar is aimed at clients of disability services, their loved ones, and representatives of various organisations. The event will focus on the state of disability services, the new Act on Disability Services and Assistance and its application guidelines.

The webinar will take place on Teams and will be recorded for future access. You can find the recoding on the Western Uusimaa Wellbeing Services County's YouTube channel following the event. A link to the recording will also be added to this news item.

The event will be in Finnish. Subtitles in Finnish, Swedish and English will be added to the recording.

Register by 20 May at this link.(external link) Registered participants will receive a participation link on the friday prior to the webinar.

Questions sent in advance will also be discussed. You can submit your questions here by 20 May.(external link)