Presentation
I study how Kela's customer contacts are handled at different stages of the process. I have also studied Kela's public image and cooperation with stakeholders.
Ongoing research projects
- Keys to sustainable living – wellbeing among Kela’s benefit recipients
- Intelligibility and Clarity of the Decision Documents
- Customers’ Contact With Kela
- Research on the Programme to Enhance Kela’s Written Communications With Customers
Publications
- Virrankari L, Mattila H, Saikku P, Sihvonen E, Tervola J (toim.). Tutkimuskatsaus Suomen sosiaaliturvan monimutkaisuuteen. Helsinki: Sosiaali- ja terveysministeriö, 2021. http://urn.fi/URN:ISBN:978-952-00-5434-2
- Laatu M, Airio I, Mattila H. Perustoimeentulotukiasiakkaiden käsityksiä ja kokemuksia toimeentulotukiuudistuksesta ja Kelan palveluista. Julkaisussa Korpela T, Heinonen H, Laatu M, Raittila S, Ylikännö M. Ojista allikkoon? Toimeentulotukiuudistuksen ensi metrit. Helsinki: Kela, Teemakirja 18, 2020, 116–151. http://urn.fi/URN:NBN:fi-fe2020090165981
- Mattila H. Perustoimeentulotukea hakevien asiointi Kelassa. Helsinki: Kela, Työpapereita 149, 2019. http://urn.fi/URN:NBN:fi-fe2019061820876
- Mattila H. Kelan suljetut palvelupisteet. Miten asiakkaat jatkavat asiointiaan palvelupisteen sulkemisen jälkeen? Helsinki: Kela, Työpapereita 147, 2019. http://urn.fi/URN:NBN:fi-fe2019040110624
- Mattila H. Verkkoasiointi Kelassa. Helsinki: Kela, Työpapereita 135, 2018. http://urn.fi/URN:NBN:fi-fe201803156043
- Mattila H. Palvelua ajanvarauksella. Ajanvarauskokeilun vaikutusten arviointia. Helsinki: Kela, Työpapereita 129, 2017. http://hdl.handle.net/10138/229202
- Mattila H. Miten Kelassa asioidaan? Helsinki: Kela, Työpapereita 128, 2017. http://hdl.handle.net/10138/228975
Blog posts
- Laatu M, Mattila H. Taloudellisesti huono-osaiset Kelan asiakkaat kohtaavat muita useammin monenlaisia asiointiongelmia. Kelan tutkimusblogi 5.1.2022.
Publications and research projects
Keys to sustainable living – wellbeing among Kela’s benefit recipients
This research project uses survey methods to gain an understanding of the wellbeing of Kela’s benefit recipients in different life situations and the factors that contribute thereto based on the theory of sustainable wellbeing.
Trust in customers and Kela survey
The study examines the factors that affect Kela’s private customers’ experience that Kela trusts its customers.
Evaluation Report on the Adequacy of Basic Social Security 2019–2023
An assessment group carried out the fourth assessment of the adequacy of Finland’s basic social security.
Intelligibility and Clarity of the Decision Documents
The results of the study can be used in the development of work practices and of benefit decisions and their justifications, and more generally in the development of administration.
Social Assistance in Helsinki in the 2010s
The aim of the project is to study particularly the effects of the transfer of basic social assistance to Kela on recipients and applicants in Helsinki.
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