Elise Kivimäki: Kela - Together for the best of our customer. Presentation at Kela Conference on Social Security 2019 – Equality and wellbeing through sustainable social security system, 10.12.2019.

1. Kela - Together for the best of our customer
Kela Conference on Social Security 2019
Elise Kivimäki
Director of Customer Relations
Kela

2. 19.12.2019 Kela Conference on Social Security 20192

3. From maternity grant to retirement pension
Families with children
• Maternity grant/maternity package
• Maternity, paternity and parental
allowance
• Child benefit
• Child home care allowance,
Private day care allowance
Students
• Financial aid for students
• School transport subsidy
Conscripts
• Conscript’s allowance
Pensioners
• Basic level national pension, guarantee pension
• Surviving spouse’s pension
Unemployed
• Labour market subsidy
• Basic unemployment allowance
Housing and social assistance
• Housing benefits
• Income support
Sickness, rehabilitation, disability benefits
• Sickness allowances
(pharmaceuticals, medical care, travel costs)
• Sickness allowance
• Rehabilitation
• Disability benefits
• Interpreter service for the disabled
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5. • Online service is quick and convenient for most of our
customers
• Customers can conduct most of their Kela-related business
online
• Through the Kanta service, customers can access their
health information
• The kela.fi website is a large information resource
• When most people can conduct their Kela-related business
online we can attend to customers with need of assistance
• Kela has developed a number of operational models based
on delivering personalised service to customers who need
special assistance.
• We offer personal service
– By phone
– In Kela customer service point´s
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Improving customer
experience

6. • Customer orientation requires seamless cooperation and
trust with our customers and our partner organisations.
• We work with a partner to provide the customer the
benefits and services they need.
• We bring our service closer to the customer, for
example, Ohjaamo which are one-stop guidance
centres to help young persons.
• We reduce bureaucracy and duplication of work by our
partners whenever possible.
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Embracing trust and
collaboration

7. Use of data and flow of
information
We systematically collect customer data and use it
effectively for the benefit of the customer, partner and
society.
We make the flow of data more efficient with our
partners so that our common customer benefits.
An excellent customer experiences and well-functioning
digital services require greater efficiency in exchanging
and combining data available from various sources.

8. 19.12.2019 Kela Conference on Social Security 20198

9. On a scale from 0 to 10, how was the overall experience of our service?
Comparison of the average satisfaction ratings given to Kela service
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[CELLRANGE]
8.63
[CELLRANGE]
8.81
[CELLRANGE]
8.81
[CELLRANGE]
8.70
[CELLRANGE]
8.68
[CELLRANGE]
8.86
[CELLRANGE]
8.81
[CELLRANGE]
8.74
[CELLRANGE]
8.84
[CELLRANGE]
8.86
[CELLRANGE]
8.84
[CELLRANGE]
8.29
[CELLRANGE]
8.85
[CELLRANGE]
8.58
[CELLRANGE]
7.73
[CELLRANGE]
8.60
[CELLRANGE]
8.71
[CELLRANGE]
8.59
[CELLRANGE]
8.06
[CELLRANGE]
8.66 [CELLRANGE]
8.44
[CELLRANGE]
8.65
[CELLRANGE]
6.93
[CELLRANGE]
6.59
[CELLRANGE]
6.63
[CELLRANGE]
6.72
[CELLRANGE]
6.51 [CELLRANGE]
6.20
5
6
7
8
9
10
Q2/2017 Q3/2017 Q4/2017 Q1/2018 Q2/2018 Q3/2018 Q4/2018 Q1/2019 Q2/2019 Q3/2019 Q4/2019
Kela's customer service points
Kela's telephone service
Kela's online service
Kela.fi
Overall results in main customer contact channels
between Q2/2017 and Q4/2019

10. Development of online services
Development of type of customer
service channel when applying
Applications received by amount, percentage
and applying channels in 2014-2018
Development of type of customer service
channel when sending the supporting
documents
Channels for incoming supporting documents in
2014-2018
19.12.2019 Kela Conference on Social Security 201910
0
10
20
30
40
50
60
70
80
90
100
0
2,000,000
4,000,000
6,000,000
8,000,000
10,000,000
12,000,000
2014 2015 2016 2017 2018
Percentageofwayofapplying
Numberofapplications
0
10
20
30
40
50
60
70
80
90
100
0
2,000,000
4,000,000
6,000,000
8,000,000
10,000,000
12,000,000
14,000,000
2014 2015 2016 2017 2018
Channelofsupportingdocumentsby
percentage
Numberofsupportingdocuments

11. 19.12.2019 Kela Conference on Social Security 201911
Kela and digital support in cooperation with partners
Kela´s aim is to offer functional
and easy accessibility online
services (EU directive on access to
online services)
Kela offers guidance and advising
to online services:
Guidence and advising: by phone, Kela
customer service units and servicepoints
Digital guidance in co-operation
with various partners (Population
register office, libraries ect.)
Part of regional digi support network
Support for partner organizations and
advising them of Kela´s services.
Wide cooperation locally,
eServices being strongly in focus.

12. Thank you!