Quality has its makers

High quality services lead to success. In Digia, the actors behind qualitative operations are skilful people, well-designed processes and efficient methods. All these factors create customer satisfaction and competitive advantage.

Digia is continuously developing its quality management system - Digia Core Process Model (CPM) - based on recent development in the industry, our learning experiences and customer feedback.

Quality is an integral part of our business at Digia. Our certified Core Process Model, which includes descriptions of our processes, as well as instructions, templates and reference material, steers operations in projects, and guarantees a consistent working method of high quality.

Digia Core Process Model derives directly from the company’s strategy and quality policy. Digia is committed to constant and comprehensive quality development in order to guarantee the satisfaction of our customers and other interest groups. At Digia, everyone is responsible for quality.

Digia Quality Management System was certified for the first time in 1994. Digia’s current, extensive quality management system has been audited and certified by Inspecta Certification. The system has also been granted the SFS-EN ISO 9001:2008 quality certificate.

Quality policy and objectives

Quality policy

  • The quality policy and quality procedures have been confirmed by Digia management
  • Quality is an essential part of Digia’s business
  • Digia cares for continuous, comprehensive and qualitative development of business to assure our customers’ and other stakeholders’ satisfaction
  • Every Digia employee is responsible for the quality
  • Digia systematically monitors the realisation of the quality policy and procedures
  • Digia systematically invests in continuous improvement and development of quality

Quality objectives

  • Digia analyses and measures the quality
  • Quality operations and expenses
  • Customer satisfaction
  • Personnel satisfaction 
  • Continuous process improvement
  • Project quality
  • The best practices for successful quality assurance which aim to improve the profitability

Customer satisfaction

Customer relations constitute the core of Digia’s strategy. Customer feedback is steering the development of the quality management system. The valuable feedback is based on systematic enquiries of our customer orders and projects and on Digia’s annual customer satisfaction survey.

Continuous improvement of quality

High quality and consistent operations are important to Digia. The company management is committed to the quality objectives and the company systematically invests in the improvement and development of its quality. The aim is to ensure that customers receive professional services of high quality and to guarantee customer satisfaction.

Committed employees are the prerequisite for high quality operations and good results are a product of competent and motivated employees. Digia constantly aims to provide its personnel with the latest tools and best possible processes to work with. People are encouraged to continuous improvement through e.g. various ideation channels and by rewarding good performances.

Digia systematically monitors the implementation of its quality operations. The suitability and development of the quality management system, Core Process Model, is monitored regularly through both internal and external audits.

Digia supplies Finnish government with IT Service Desk system

Hansel has selected Digia as the sole supplier of the Finnish central government’s IT Service Desk system. Digia has overall responsibility for the system’s design, maintenance and support services, while the system is being technically implemented with software provided by IT software company CA.

The Service Desk system was first introduced in the Regional ICT unit of the Ministry of Labour, and is being piloted in the government’s administrative and human resources management service centers. The service centers’ systems will have an estimated 90,000 end users through a self-service portal.

The system is intended for the efficient handling of various service requests, while ensuring that different customer groups receive the appropriate services. As well as boosting the efficiency of service request handling, the system will increase the number of self-service options and speed up customer service, regardless of geographical location. Real-time serviceability monitoring enables a rapid reaction to emergency situations. In addition, resources can be channeled accurately thanks to up-to-date monitoring of loads and capacity.