One Application Model

The scope of the procurement is a new One Application Model, including technical systems and systems integration services required for implementation as well as other services in accordance with the description of the procurement as further defined on Annex 1 "Description of the procurement". Kela aims to refine and enhance its customer service and benefits transaction processes. The overarching goal of this procurement is to secure a strategic transformation and development partner(s) to establish a One Application Model. This initiative is driven by Kela's customer-centric vision, aiming to deliver smoother, more efficient customer interactions and improve the overall customer experience. This effort involves the consolidation of various application forms into a streamlined digital interface, enhancing self-service capabilities, personalizing customer interaction, and leveraging data more effectively. The procurement scope includes the technology and services needed to create a unified and efficient One Application Model. This effort aims to improve Kela's service delivery by making it more integrated, secure, and compliant with regulations. It involves developing and setting up a solution that enhances the customer experience through automated and simplified processes. Additionally, it focuses on merging various application procedures into a single, streamlined digital experience. This is key to making benefit transaction management more efficient, ensuring services are easier for customers to use and understand. The One Application Model is expected to be fully operational for the first release scope by June 2025 in alignment with Petteri Orpo’s Government program mandate. It is important to note that this procurement is entirely independent from the ongoing Eepos procurement. The strategic objectives are: - Meeting the implementation timeline - Enhance the customer experience with a unified digital interface for applying for multiple benefits. - Promote customer self-service and digital interaction for better service accessibility. - Improve decision-making through effective use of data. - Strengthen security and compliance, ensuring uninterrupted services. - Align with cloud strategy through a scalable cloud solution. - Ensure clarity and predictability in pricing for better budget management. A more detailed view of the procurement is available in Annex 1 "Procurement description".