Developing online transaction of Finnish Social Insurance Institution
Erkko, Jenni (2013)
Erkko, Jenni
Satakunnan ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201401061061
https://urn.fi/URN:NBN:fi:amk-201401061061
Tiivistelmä
The purpose of this thesis was to study the share of online service utilization as one of Kela's service channels. The aim of the research was to find out what customers think about online services of Kela, and how much matters concerning online trans-action services are being handled in customer service situations in daily basis. The research data was collected by conducting a theme interview for six of Kela's Service Advisors from Pori’s Office. Data analysis was mainly implemented using qualitative methods. However quantitative methods were also used to help the comparison of the responses.
Theoretical part of this thesis introduces Kela's operations and results of its recent marketing campaign concerning web services. Theoretical part is also handling web services and its required features in Public Administration. Presentation of the Organization focused on presenting the main operational strategy and essential services of Kela. Part of marketing campaign examinees the main stages and final results of the campaign. Web services in Public Administration deals issues related to usability and accessibility of the web services. The actual research section focuses on presenting the implementation of the study and analyzed responses of interviewees.
This thesis is the researcher’s interpretation on what kind of things affect on the us-age numbers of online services of Kela, and these hypotheses is based on the research results. Skeptical attitudes of customers towards the service, deficiencies in language versions of the service, and the general visibility of the service were main issues that came out during the research. The quality of the service was generally considered to be good, but small flaws emerged concerning the usability of the current service.
Theoretical part of this thesis introduces Kela's operations and results of its recent marketing campaign concerning web services. Theoretical part is also handling web services and its required features in Public Administration. Presentation of the Organization focused on presenting the main operational strategy and essential services of Kela. Part of marketing campaign examinees the main stages and final results of the campaign. Web services in Public Administration deals issues related to usability and accessibility of the web services. The actual research section focuses on presenting the implementation of the study and analyzed responses of interviewees.
This thesis is the researcher’s interpretation on what kind of things affect on the us-age numbers of online services of Kela, and these hypotheses is based on the research results. Skeptical attitudes of customers towards the service, deficiencies in language versions of the service, and the general visibility of the service were main issues that came out during the research. The quality of the service was generally considered to be good, but small flaws emerged concerning the usability of the current service.