PricewaterhouseCoopers Business Services SRL (PwC) selected to implement the reform of Kela’s benefit administration

Kela intends to streamline the processes involved in implementing social security by reforming its benefit administration systems and the target-state services these systems will facilitate. Kela has selected PricewaterhouseCoopers Business Services SRL as its strategic partner for the reform after conducting a competitive dialogue in accordance with procurement law. 

Kela has selected PricewaterhouseCoopers Business Services SRL (with technology based on Salesforce) to implement a large-scale reform of Kela’s benefit administration systems and target-state services. In collaboration with PwC, Kela intends to reform the data systems used in benefit administration and the services and platforms of Kela’s e-services, customer relations management and data sharing by 2032. The value of the procurement, calculated on its comparison price over a span of 10 years, comes to approximately EUR 589 million.

The procurement was made as part of Kela’s Eepos development programme whereby Kela seeks to reform its benefit administration and customer services and the platforms and data systems they require to meet the requirements of the digitalised operating environment of the 2030s.

In the coming years, Kela will streamline the processes involved in implementing social security. This change requires new technologies and more flexible systems. The reform will help customers handle their Kela-related matters more easily. It will also reduce the need for individual contact between customers and Kela and speed up the processing of customers' benefits.

“This procurement plays an important role in the reform of Kela’s operating practices. In the coming years, we will introduce services that can flexibly adapt to our customers’ different life situations,” says Director Nina Nissilä.

Nissilä emphasises that the reform of Kela’s benefit administration systems and increased automation will improve Kela's productivity. This is also one of the goals of the reform.

Kela plays a key role in implementing the Finnish social security system. In 2024, Kela paid EUR 17.3 billion in social security benefits. Kela’s operating costs were EUR 639 million.

Four bidders participated in the final phases of the procurement, and PwC’s tender was considered to be the most economically advantageous. The procurement was organised as a competitive dialogue in accordance with the Act on Public Procurement. The quality criterion was weighted at 70% and the price criterion at 30%.

The reform of Kela’s systems and services has been divided into stages, and the benefits of the reform will similarly be gradually realised over the next few years. The goal is for the first new services and benefit administration systems to be introduced in 2027.