Business units

Kela's organisation is divided into five business units:

  • Local Customer Service
  • Nationwide Customer Service
  • IT Services
  • Information Services
  • Shared Services

and two operational units:

  • Management Support Unit
  • Communications Unit

The Nationwide Customer Service business unit is not only responsible for determining benefit claims but also involved in legislative planning and reform efforts in the area of benefit provision.

  • Southern Insurance District
  • Eastern Insurance District
  • Central Insurance District
  • Western Insurance District
  • Northern Insurance District

The business unit also includes the Centre for International Affairs, Kela’s office in the Åland Islands, the Centre for Interpreting Services for the Disabled, the Centre for Disability Pensions and the Contact Point for Cross-Border Healthcare.

The Local Customer Service business unit is responsible for providing customer service across all service channels and for providing advice and guidance to customers.

The business unit includes five regional customer service units.

  • Southern customer service unit
  • Eastern customer service unit
  • Central customer service unit
  • Western customer service unit
  • Northern customer service unit

Phone service to Kela’s customers is provided by the Customer Contact Centre, which operates in Joensuu, Lieksa, Jyväskylä, Kemijärvi and Jakobstad (Pietarsaari).

The Operational Development business unit is responsible for the development related to benefit determination, information systems and related services.

ICT Services develops, maintains and delivers IT services for Kela and a number of other contractual partners.

Information Services is responsible for compiling, managing and utilising information resources and products and developing them further to address the needs of internal and external clients. 

The Management Support Unit assists Kela’s management. Its responsibilities include providing management services to promote the implementation of Kela’s strategy.

The Communications Unit is responsible for delivering communications to clients, media and staff.

The Internal Audit is an operational unit which reports directly to the Director General.

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