Impact of Kela's strategic development programme Eepos on the implementation of social security

The aim of the project is to evaluate the implementation of the objectives of the Eepos development programme and its impact on benefit processes, benefit applicants and recipients, and to evaluate the introduction of social security based on customer orientation and life situations and its impact on customer experience, customer service practices and the work of Kela's staff members.

Research questions:

• How has the introduction of Eepos affected the speed of benefit/service processes, the smooth handling of customer contacts and the management of customer relationships?
• Will the measures required of the customer be reduced or will new types of administrative and cognitive work be transferred to the customer?
• How does the introduction of Eepos affect the development of the number of applicants/recipients in the new benefit systems and the take-up of other benefits by recipients?
• Have the interactions with Kela changed with the introduction of Eepos?
• In what type of situations do end-users need support and what does it say about the comprehensibility, predictability and customer orientation of the services?
• How do the system-level solutions introduced with Eepos support or challenge the agency, autonomy and job management of Kela's professionals?
• How do professionals perceive the introduction of Eepos as affecting the flexibility of work and the implementation of changes within the legislative frameworks for different benefits?

The project will carry out register-based monitoring and collect user experience data. Data are collected by means of electronic surveys, interviews and chat data.

Researchers

• Karoliina Koskenvuo, principal investigator
• Mikko Kaivola
• Kirsi Airaksinen

A steering group will be set up for the project.

Project duration

1 January 2027–31 December 2029

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