Customer service in a government agency case study: Kela Overpayment Recovery Centre
Tourunen, Thomas (2024)
Tourunen, Thomas
2024
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202405079796
https://urn.fi/URN:NBN:fi:amk-202405079796
Tiivistelmä
The primary aim of this research is to develop a comprehensive understanding of customer service within a governmental organization, utilizing the operations of the Kela Overpayment Recovery Team as a specific case study. The study is particularly focused on elucidating the benefits managed by the Overpayment Recovery Center, thereby depicting the current state ("AS-IS") of its operational processes and environment.
The theoretical framework of the study encompasses two main aspects: firstly, a detailed exposition of the fundamental attributes of the marketing mix, and secondly, an exploration of the introduction of customer service concepts.
The research context centers around Kela and its benefit handling procedures. A mixed-method design was utilized methodologically, merging qualitative and quantitative approaches to gather and analyze data. The study draws upon hands-on experience and on-site observations at Kela during the spring of 2024, supplemented by case handling data extracted from Kela’s ERP system.
The findings section will delineate key distinctions between commercial business operations and those of governmental agencies, viewed through the lens of the marketing mix framework.
The study's results reveal discernible trends in contact reasons and benefits managed by the Overpayment Recovery Center. Notably, the turn of the year emerges as a peak period, attributed to various factors. This data analysis and trend assessment serve to inform future service allocation strategies and operational requirements.
The theoretical framework of the study encompasses two main aspects: firstly, a detailed exposition of the fundamental attributes of the marketing mix, and secondly, an exploration of the introduction of customer service concepts.
The research context centers around Kela and its benefit handling procedures. A mixed-method design was utilized methodologically, merging qualitative and quantitative approaches to gather and analyze data. The study draws upon hands-on experience and on-site observations at Kela during the spring of 2024, supplemented by case handling data extracted from Kela’s ERP system.
The findings section will delineate key distinctions between commercial business operations and those of governmental agencies, viewed through the lens of the marketing mix framework.
The study's results reveal discernible trends in contact reasons and benefits managed by the Overpayment Recovery Center. Notably, the turn of the year emerges as a peak period, attributed to various factors. This data analysis and trend assessment serve to inform future service allocation strategies and operational requirements.