Valtori in 2023: Use of Valtori services expanded further

Valtori's financial statements for 2023 have been completed. In 2023, the use of Valtori’s services expanded and Valtori’s total turnover continued to increase. Growth particularly originated from the Tuve activities, although continuous services grew strongly in both the Tori and Tuve operating areas.

The total costs describing the scope of Valtori’s operations increased faster than in the previous year, by around 8.2%.

The strategic priorities guiding Valtori’s operations in 2023 were:

• satisfied customer
• excellent performance
• meaningful work
• cost-effective operation

Investments in the service strategy and the development of internal operating models

In 2023, Valtori invested in work on its service strategy. The customer base was extensively involved in the work on the service strategy. The implementation of the service strategy is a key target for 2024. We aim at a continuous strategy process that ensures efficient management, customer guidance and the development of the service selection in accordance with the objectives set out in the service portfolio.

The Valo programme for developing Valtori’s internal operating models was launched in summer 2023 and will continue until the end of 2024. The programme includes development measures related to Valtori’s management system, administrative procedures, recruitment, cooperation, finances and invoicing, supplier management and information management. The programme progressed as planned in 2023. 

In late 2023, Valtori also prepared for supporting the central government productivity programme in accordance with the Government Programme and examined the opportunities for improving the efficiency of central government ICT and digitalisation services, for example by the elimination of overlap, controlled reduction of customer-specific solutions, automation, new technologies and utilisation of partners. 

The development of comprehensive security among Valtori’s key operating principles

Meeting safety requirements and ensuring the continuity of operations are permanent principles of Valtori’s operations both during disruptive situations to normal circumstances and during emergency conditions. In 2023, changes in the security situation of the operating environment due to the Russian war of aggression in Ukraine particularly affected the priorities for developing comprehensive security at Valtori. The operations have particularly been subject to changes due to Finland’s membership in NATO, safeguarding sufficient energy and electricity supply, and an increasingly tense cyber threat situation. 

Data protection activities were used to support the compliance of services by auditing services containing personal data and by participating in national projects promoting the utilisation of cloud services, for example.

The follow-up evaluation of the ISO27001 certificate of the information security management system was carried out in November 2023. 

Uninterrupted services are one of Valtori’s key objectives. While the number of extensive disruptions increased slightly in 2023, the time required to resolve disruptions was at a good level, below the set target. Valtori has invested in the management of disruptions and is continuing this work. One of the key development targets involves developing the measurement of the impacts of extensive disruptions. 

Customer and personnel satisfaction at a good level

Valtori has achieved a customer-driven approach in line with its goals, and the results of customer satisfaction measurements are at a good level for decision-makers, ICT contact persons and end users alike. Valtori's customer cooperation models have been further developed, and the Customer Experience unit has particularly invested in ensuring service development that meets customer needs. Valtori has also invested in the development of case management and its range of services. 
Personnel satisfaction improved in Valtori in 2023. The number of personnel increased despite a difficult recruitment situation in the labour market. At the end of the year, the number of personnel was 1,579. 

At Valtori, sustainability is part of the strategy and shared values. We published our annual sustainability report in spring 2023. We strive to take sustainable development into account in our decision-making, in the development and production of services, in the economy and in human resources management, i.e. in everyday choices.

Key figures from 2023

• User satisfaction with Valtori services: 4.2 (scale 1–5)
• Satisfaction of decision-makers and contact persons with Valtori services: 3.8 (scale 1–5)
• Personnel's job satisfaction: 3.82 (scale 1–5)
• Number of personnel: 1,579
• Total operating costs (MEUR): 460
• Number of workstations: 101,500
•  Major disruptions: 3.0/month (2022: 4.1, 2021: 3.9, 2020: 3.7 and 2019: 7.1)
• Price index (year of comparison 2019 = 100): 95

Highlights from 2023

• The use of Valtori’s services expanded and Valtori’s total turnover continued to increase. Growth particularly occurred in Tuve operations.
• The strategic main objectives guiding Valtori’s activities were: satisfied customers, excellent performance, meaningful work and cost-effective operations.
• Valtori invested in work on its service strategy. The customer base was extensively involved in the work on the service strategy. 
• The Valo programme for developing Valtori’s internal operating models was launched in summer 2023.
• The still-challenging operating environment following Russia's war of aggression in Ukraine continued to affect Valtori’s priority areas for developing comprehensive security.
• Uninterrupted services are one of Valtori’s key objectives. While the number of extensive disruptions increased slightly, the time required to resolve disruptions was at a good level at the same time.
• A customer-driven approach was achieved in line with its goals, and the results of customer satisfaction measurements are at a good level for decision-makers, ICT contact persons and service users alike. 
• Marja Rantala started as Valtori's CEO.

See Valtori’s 2023 financial statements (pdf, in Finnish)

Further information: 

Hanna Kuikka, Director of Finance, [email protected]
Marja Rantala, CEO, [email protected]