Kela’s strategic vision for the future influences management and development of social security services

The strategic vision for the future is a new part of Kela’s strategic management, and it describes Kela’s target state in the long term. Kela’s Board of Directors approved the strategic vision for the future in its meeting on 13 June 2024.

“The strategic vision includes goals that we want to actively pursue at Kela,” says Heli Korhola, Kela’s Director of Strategy.

Digital services with focus on different life situations

The vision for the future describes Kela’s goals in different areas. These areas consist of customers, services and operations, technology and information, personnel, culture and competence, finance, partners and the ecosystem.

Kela aims to be a pioneer in customer orientation and a strong operator in the social security system. This will create value not only for customers but also for society as a whole.

“Our goal is to tailor our services to accommodate the customer’s life situation. The services should be correctly targeted, digital and efficient,” says Outi Antila, Kela’s Director General.

“Within the bounds of regulations, the possibilities of modern technologies will be increasingly utilised in Kela’s customer service and benefit administration,” Antila continues.

“Our future target level of automation of Kela’s operations is 70–80 per cent, while the current level is 40 per cent. This means that Kela is required to make significant investments in IT systems, which will be implemented within the framework of the Eepos Development Programme. Of course, we are also investing in developing the competencies that will be required from Kela’s employees,” Antila says.

Operating environment affects realisation of strategic vision

Kela continuously produces foresight and future data, and these data have been utilised in the preparation of the strategic vision for the future.

The realisation of the strategic vision will be affected by uncertainties in the operating environment, such as political currents and what kind of society is being built. It will also be affected by how much the social security system will be simplified.

Over the course of ten years, Kela’s responsibilities and role as part of the social security system as a whole may be undergoing a change.

“Will Kela be assigned new responsibilities and expectations? What is the significance of the Kanta services as part of national solutions for healthcare and social welfare? These are the things we are thinking about as we develop our operations to meet the needs of the future,” Antila sums up.