Finnish Defence ForcesInto the digital era! OmaIntti simplifies interaction with the Finnish Defence Forces
The Finnish Defence Forces’ OmaIntti service consolidates conscripts’ services and guidance onto a single platform, improving accessibility, interaction, and the operational efficiency of the Defence Forces. The digitalization of the Defence Forces’ service platforms facilitates interactions for approximately 900,000 Finnish conscripts.
[Updated 2025]
Ambientia’s public sector unit is now part of HiQ.
Together with HiQ, the Finnish Defence Forces are developing digital services for conscripts and women applying for voluntary military service. OmaIntti is a digital service platform enabling an increasing share of conscription-related matters to be handled online. The service won the 2024 Service Management Act of the Year award, granted by ItSMF Finland.
“We want to streamline service interactions and enhance communication, so simply digitizing forms isn’t enough. OmaIntti is a constantly evolving and reliable channel that supports the information needs and service processes of individuals at all stages of conscription,” the Defence Forces state.
The cooperation between the Defence Forces and HiQ began in 2019 with a small service design project and has since expanded into a broader digital service development initiative. In addition to OmaIntti, the Defence Forces’ service suite includes, for example, the Licensing Services system.
By consolidating essential and up-to-date information and services in one targeted platform, we save time both for conscripts and for Defence Forces personnel.
Goal: Easy, secure, and efficient digital services for all needs
Beyond providing up-to-date information and guidance, it is crucial for the Defence Forces that conscripts can easily communicate with them. Life changes affecting the performance of military service or health status updates can now be reported via OmaIntti. For this reason, OmaIntti was designed as a clear, intuitive, and user-friendly digital service, with strong security and authentication requirements at its core.
At the same time, these improvements enhance the operational efficiency of the Defence Forces and reduce manual handling of forms.
“By consolidating essential and up-to-date information and services in one targeted platform, we save time both for conscripts and for Defence Forces personnel. In addition to conscripts, we aim to make service interactions easier for private individuals, businesses, and organizations,” the Defence Forces explain.
Solution: The latest conscription information in one place
OmaIntti brings together online content and service functions for conscripts into a single, clear interface. It provides current and targeted information and services depending on the user’s stage in the conscription process — for example, new recruits and those already in service see different content.
The platform serves all Finnish citizens aged 18 to 60 subject to conscription, as well as providing information and services for women applying for voluntary military service.
OmaIntti also strengthens post-service communication. New functionalities have been added for reservists, including training-related services for refresher and voluntary exercises.
“With strong authentication, users can, for instance, view their latest promotions and wartime assignments under the ‘My Information’ section. Reservists can update their personal conscription information and check the status of their data. Upcoming exercises are also listed,” explains HiQ’s project team.
Solution: User feedback drives OmaIntti’s development
To best serve its wide user base, OmaIntti’s development heavily emphasizes service design. User and stakeholder needs have been thoroughly mapped through interviews, user research, customer journey mapping, and process descriptions.
The user interface has been developed iteratively through UX/UI design, ensuring it adapts to evolving user needs.
“We have not made assumptions about our users’ needs — we asked them directly. Involving users in the development process has been crucial. Valuable insights were gathered from user testing different versions and through discussions with individuals at various stages of conscription,” the Defence Forces highlight.
Thanks to OmaIntti, the Defence Forces have significantly improved the usability, reach, and accessibility of their service platforms while also increasing direct interaction with conscripts.
Solution: Working with a security authority requires a reliable, stable, and high-performing partner
The Defence Forces handle significant amounts of classified information, and service user numbers can reach six figures. Therefore, service providers must demonstrate reliability, stability, and experience with projects of similar scale.
“Preparedness for emergency conditions is an essential part of Defence Forces operations. Solutions must be robust, and providers must have strong expertise in managing large-scale public sector projects,” the Defence Forces stress.
Large-scale digital transformation requires not only technical capability but also operational performance. Digitalizing the Defence Forces’ complex, data-heavy forms was a challenging undertaking.
Throughout the project, HiQ has combined deep technical expertise with extensive client and industry knowledge accumulated through close collaboration with the Defence Forces.
Result: Better usability, accessibility, and reach
Thanks to OmaIntti, the Defence Forces have significantly improved the usability, reach, and accessibility of their service platforms while also increasing direct interaction with conscripts. Information, guidance, and service tools are now available in one place, tailored to each stage of conscription, making service-related matters much easier to handle.
The deployment of new services has reached a substantial number of conscripts, and new licensing applications have been added under the Licensing Services platform. Content standardization into templates has automated the creation of forms, ensuring consistency across services.
“The collaboration with the Defence Forces has been smooth and progressively improving. Together, we have refined practices and identified the best ways of working. Although the Defence Forces set the direction, we maintain an ongoing, open dialogue to achieve common goals. Communication is seamless, and our objectives are fully aligned,” states HiQ.
The project is far from complete. The OmaIntti platform was launched for reservists in summer 2024, and development is scheduled to continue until 2030. The objective is to expand services further, eliminate service delays, and deepen user engagement — with ongoing development in continuous increments.
Cooperation in a nutshell:
- Close collaboration and open communication, including weekly workshops involving design, customer, and technical experts
- Service design including user interviews, customer journey mapping, service blueprints, process visualizations, conceptual design, and requirement specifications
- Systemic design ethos rather than solving isolated problems
- Iterative UX/UI development including building a Design System to support future design work, user testing, and visually reflecting the Defence Forces’ brand
- Continuous refinement of the design process and the adoption of new tools
- Compliance with strict information security criteria, including regression testing, dynamic and investigative testing, and both automated and manual testing processes
- Reliable development cycles including Scrum sprints, and refining methods and tools from design to development
- Application development including design, development, implementation, and maintenance
