Customer service interactions at Kela in 2025 – customers want a better e-service experience and support when needed
Customers use Kela’s various customer service channels millions of times in a year. A survey we carried out among the members of Kela’s Customer Community showed us how our customers use our different service channels and what their expectations are. The OmaKela e-service is the most popular way for customers to access Kela’s services, but one-on-one support is still important for many customers, especially in complicated situations.
Customers can currently access Kela’s services online, by phone and at service points in over 200 municipalities. Some of the service points with a Kela presence are operated jointly with other authorities, and several offer access to our remote service via a video connection. One-on-one advice is available online via chat or messages in OmaKela. Kela’s chatbot helps our customers in Finnish and Swedish around the clock. We also provide general advice through our social media on Facebook, Instagram and Jodel.
How customers use Kela’s customer service channels
In 2025, customers visited Kela service points 500,000 times while our phone service fielded 2 million calls and OmaKela saw over 47 million login sessions. Altogether 84% of all applications Kela received were submitted online. Customers visited joint service points operated by public authorities 44,000 times to access Kela’s services, and our remote service saw 20,000 customer interactions.
The amount of paper mail has decreased significantly at Kela in recent years. Decision notices and letters have long been available in OmaKela, and over 1.8 million Kela customers have opted out of paper mail. In 2025, Kela sent approximately 6.9 million letters as paper mail while 9 million letters were delivered electronically.
Customers want tailored services, a better customer experience and a personal approach
The key expectation of customers across all our service channels is that they can get the help they need and manage their affairs successfully. Almost 450 members of Kela’s Customer Community answered a customer experience survey we conducted at the end of 2025. The responses we received offer valuable information on how customers use Kela’s services and what their expectations are. In particular, the survey focused on Kela’s most widely used customer service channels, which are OmaKela, OmaKela messages and our phone service. The results will be used in the development of Kela’s processes for guiding customers to the right service channels.
OmaKela is the most widely used customer service channel. Customers find that it allows them to manage their affairs conveniently and independently regardless of time and place. Kela’s e-services also include OmaKela messages and a chat service, but despite these, many customers still rely on our phone service, especially in complicated life situations. Over 60% of respondents reported using more than one service channel. This reflects a need for more seamless integration of one-on-one support with Kela’s e-services.
The customers who answered our survey expressed a desire for more tailored services in OmaKela, clearer instructions and a better customer experience. Another theme that was emphasised in the responses was access to one-on-one service when needed, even at short notice.
Shorter wait times, clarity and customer service expertise emerged as the most important factors when respondents were asked to give examples of what other services do well and what Kela could learn from them. Many also expressed a desire for real-time updates on the progress of their case and a dedicated mobile application for accessing Kela’s services.
The use of AI invokes both interest and unease
Kela’s services make little use of AI at the moment. Almost 25% of all respondents, however, saw potential in AI as a tool to help especially with information retrieval and filling out forms. Some respondents were more wary of AI, which highlights the need for clear communication and building trust in AI solutions.
The survey confirmed that although automation and AI solutions can help our customers use Kela’s services more easily, personal contact is still important especially if the customer’s situation is particularly challenging and requires detailed advice.
Join Kela's Customer Community
How would you improve Kela's services? Join our Customer Community and tell us what you think! Shape our services with us by taking part in various surveys and studies. Your opinion matters to us!