Our strategy

Our strategy is comprised of three overlapping objectives:

• Embracing trust and cooperation
• Improving customer experience
• Enhancing the use of data and the flow of information

Our vision is to be a service innovator that creates wellbeing and helps people manage their lives better. 

Watch a video

Watch a video in which our staff members talk about our strategic objectives. Length 2 min., subtitled.

A text version of our strategy is available here:

• Kela's strategy (pdf)

Strategic objectives

Embracing trust and cooperation

A culture of trust and seamless cooperation are necessary to meet our strategic objectives and to offer customer-oriented services that leverage available data. To succeed, we need trust both within our own organisation and in relation to our customers and partners.  

We are committed to pursuing ways in which we can innovate boldly. We will reduce overlapping functions within our own organisation and in cross-government collaboration. We are taking steps to strengthen our role as a service organisation which values expertise and where staff actively develop their own work and the entire work environment.

Improving customer experience

One of the focus areas of our strategy is improving the customer experience. We want to provide services that recognise the needs of our different customer segments, using the full spectrum of customer service platforms and engaging in collaboration with other government authorities.

We are guided in our service development by our good understanding of our customers’ needs. Our development efforts are focused on clarifying our service offering and reducing unnecessary actions by customers. That way we can allocate resources to those who need them the most. We want to recognise our institutional customers more fully and facilitate their interactions with us.

Enhancing the use of data and the flow of information

We must leverage the data we have more effectively to benefit our customers, our partners and the society at large. We will take active steps to offer our partners new ways of utilising the data.

The development of digital services requires us to exchange data more efficiently with our national and local partners. We will participate in legislative development in order to dismantle barriers to the exchange of data.

We will use analysed data more extensively as an operational and management tool. We will pay particular attention to transparency and information design in order to make the information more easy to use

A collaborative strategy

Service design methods are used to define Kela’s strategy and to translate it into practice. The foundation for the strategy was laid in close collaboration both within Kela and with key stakeholders and partners. Finalisation of the strategy was preceded by a strategy roadshow that visited all insurance districts and customer service units, interviews with experts and stakeholders, dozens of workshops, observation of customer service processes, open communications, and an online survey targeted at all staff members. We want to maintain the same spirit of co-creation throughout the strategy period. We will deliver our objectives collaboratively and with an emphasis on open interaction.