In a challenging social climate, Kela (The Social Insurance Institution of Finland) has undertaken an extensive renewal program. The results are now evident in excellent customer satisfaction. A big part of the success comes down to analysing and improving customer experience – also together with the customers.
The most appropriate services and channels have been defined for the different customer segments, then communicated in a life-affirming manner that speaks to the target group.
The forms and customer letters have been simplified and the customer experience in offices optimised. Customer focus is the strength of the new Kela.