More than 114,000 extracts from the criminal records purchased online – Legal Register Centre comprehensively develops e-service

In 2022, a total of 114,313 extracts from the criminal records were purchased online. A criminal records extract for working with children is the most popular product: a total of 80,777 of these extracts were purchased last year.

In the e-service of the Legal Register Centre (LRC), the customer pays for the extract from the criminal records when applying for it, which has significantly reduced the amount of invoices and simplified the process for both the customer and the LRC.

"We have received praise from our customers for the functional e-service," says the satisfied Kati Kilpeläinen, Development Manager at the LRC.

Paying of extracts from the criminal records with online banking credentials via the Suomi.fi service was introduced in June 2021, which contributed to a significant increase in the digitalisation of the e-service process. Online payments have also been developed by introducing the Paytrail payment service, which enables new payment methods such as MobilePay, Pivo, Siirto and Apple Pay.

The LRC will continue to develop the e-service. There are plans to extend the Suomi.fi payment service to fines and cash penalties in connection with a reform of the enforcement system.

Customer at the core of digital development

In addition to the Suomi.fi payment service, there have been other major developments involving the customer experience. Real-time queue status of the telephone service has been made visible on the LRC website, and the plan is to make video guides for the key customer service features. A video guide on how to apply for an extension to the term of payment of a traffic penalty fee was published in early summer 2023. It has subtitles in Finnish, Swedish and English.

The aim with making instructions easily accessible is to reduce the time and trouble for the customer to wait in line for the telephone service, for example.

"The plan is to comprehensively develop the customer service and find solutions to the still high number of customer calls," says Kilpeläinen.

The measures taken are part of a customer service development project in the information service division of the LRC, which will continue with making changes to the text of the e-service user interface and the LRC website to improve the customer experience.

In 2022, the e-service of the LRC was used by 16,200 visitors per month on average, which means an increase of 10% from the previous year. The satisfaction of citizens and government authorities with the LRC's services is monitored with annual SMS and online surveys.

The e-service of the Legal Register Centre is available at https://asiointi.oikeus.fi/oikeusrekisterikeskus/#/ .

In the e-service, you can:

• Place an order and pay for an extract from the criminal records
• View your enforcement matters
• View your decisions and certificates
• Place orders for other certificates and extracts
• Apply for an extension to a term of payment
• Read instructions on how to use the e-service and place orders

For more information about the LRC organisation, see

https://oikeusrekisterikeskus.fi/en/index/legalregistercentre/organization.html#