Tell us about your experiences with using OmaKela – join Kela’s Customer Community and fill out our survey
Kela launched a Customer Community in 2024. The members of the community contribute to the development of Kela’s services by taking part in various surveys and studies. In April’s Customer Community survey we ask about the members’ experiences with using the OmaKela e-service and how we should develop our e-services.
Members of Kela’s Customer Community have a say in what Kela’s services will look like in the future. To date, almost 2,000 members have joined the Community. Kela hopes that members from different backgrounds and different life situations join the Community. In our new survey, we ask members to share their experiences with using Kela’s e-services. Customers logged in to OmaKela over 43 million times in 2024, and 83% of all applications were submitted online.
“The majority of our customers handle their Kela-related matters independently in OmaKela, but some need help with using our e-services. We hope that this survey will provide a lot of information on the OmaKela customer experience and help identify the kinds of situations where our customers have needed or received help with our e-services,” says Annikki Korhonen, a Development Specialist at Kela who has contributed to OmaKela’s development.
The Customer Community is open to anyone over the age of 16 who wishes to join. The Community mainly operates in a digital environment. Invitations to surveys are sent via email, and everyone can choose for themselves what surveys or other tasks they will participate in and what topics they want to share their views on. Participation in the Community is anonymous: any answers provided by members are not combined with their customer data and do not affect their personal interactions with Kela in any way.
Kela's Customer Community operates in English, Finnish and Swedish.
The survey on Kela’s e-services is open until 21 April
Customers can handle most of their Kela-related matters in OmaKela, our e-service for individual customers. In OmaKela, customers can, for example, apply for benefits and send supporting documents. They can also check the status of their applications and when they will next be paid their benefits. Customers log in to OmaKela with their online banking credentials, a mobile ID or an electronic ID card.
Customers can also handle some Kela-related matters in OmaKela on behalf of another person who cannot or does not wish to handle them independently. Acting on behalf of another adult requires a Suomi.fi mandate called Manage social security benefits.
The Customer Community survey conducted in April focuses on the members’ experiences with using OmaKela. We also ask about the improvements they would like to see in Kela’s e-services so that the services meet their needs better. We would like to see answers from members who have used OmaKela, members who have acted on behalf of another person, and customers who need help with using Kela’s e-services.
The results of the survey will be used to improve the customer experience and to help us develop our e-services. You can reply to the survey until 21 April 2025 in Kela’s Customer Community.
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Log in to the OmaKela e-service (in Finnish and Swedish)
Join Kela’s Customer Community
Read more about the Customer Community