The purpose of this final thesis was to strengthen customer orientation and develop a new form of service. Aim was to strengthen the vision of the employees at the Municipality of Sipoo Meeting point and show them how the customer orientation should be implemented and how it can be used as a base of a new case management.

The approach of this thesis was an action study. The material was collected from the workshops using brainstorming method. The first workshop was for the three employees of the Meeting point and the second workshop was for the five members of Municipality of Sipoo council of the elderly. The material was analyzed using inductive content analysis. After this we had the final developing workshop for those three employees of the Meeting point. The aim of this developing workshop was to extract the most important development targets from the analysis, which will help the Meeting point to develop into a more customer oriented direction.

The most important results of research shows that developing customer orientation in an organization, the customer must be involved in service design and decision making, the customer's life situation should bring to the core, customer's expertise should be appreciate and customer's information should be handle. In addition, while developing customer orientation, it is good to pay attention to the transparency, the availability and the communication of services. Implementing customer orientation in the organization also requires a common view of customer orientation, common rules and extensive employee training.

The results of research were presented to the three employees of the Meeting point in developing workshop. The most important development targets that the employees chose to create were common rules, collect customer's feedback, streamline flexibility, and improve access to information and provide information. With these development targets, the Meeting point operations start to develop into a more customer oriented direction. The results of this thesis are exploitable when developing elderly services in Municipality of Sipoo and work of the Meeting point. In my option the results can be utilized in the future to develop customer orientation by the public, private and third sectors.