Kela operates a total of 40 different benefit schemes. Clients file claims through a variety of channels. Additional documentation is often required to supplement a claim for benefit. We receive several million such documents on paper each year. 

Kela's strategy is to develop further our self-service offerings for clients. With the increase in online service, the amount of mail we send out has decreased significantly. Sixty percent of all claims are filed over the internet.

In November 2013, we introduced a new online service which enables clients to send additional documents electronically in support of their claim. After innovative development throughout the spring of 2014, the system was able to combine online claims and their supporting documents into an integrated whole.

The possibility of sending documentation online has been actively promoted to clients since the service was introduced, but especially during 2015. Adopting a humorous tone, this campaign had a different feel to it than earlier promotional campaigns. https://www.youtube.com/watch?v=cC2OGVmDuh8&feature=youtu.be

In 2016 we released a short instructional video which goes through the whole process of sending documentation over the internet. https://www.youtube.com/watch?v=xWtL_9JuyOQ&feature=youtu.be