Services that matter
Annual report of the Department of Service & Innovation 2024
About the Department of Service & Innovation
The Department of Service & Innovation began operations on June 1, 2019, and is one of three core departments of Reykjavík City. The Department's primary role is to provide both internal and external services for the city and promote innovation in its operations. The Department is also responsible for operating the service center, administrative buildings and the Reykjavík Municipal Archives.
Responsibility and role
The Department of Service & Innovation supports all specialized departments of the City and is responsible for information technology, data management, innovation and technological improvements. The Department coordinates Reykjavík City's technology, data, service and operational matters and provides professional advice in these areas.
Digital transformation is one of the Department's key initiatives. At its core, digital transformation involves using technology and creative thinking to improve services and residents' lives. The goal is to make city services simpler, more accessible and user-friendly by implementing digital solutions. Simultaneously, efforts are underway to make City operations more efficient by reducing paper use and improving processes. This makes services more convenient for everyone, whether accessed online or in person.
Services for everyone
The Department of Service & Innovation manages diverse projects and provides guidance for all departments, offices, subsidiary institutions and staff of the City, as well as for residents and visitors. The scope of services is extensive and includes:
- 8 specialized and core departments of the City
- Over 300 work locations throughout the city
- City staff – approximately 12,000 employees
- More than 143,000 residents
Indicator lights of the Department of Services & Innovation
During the year, new strategic guidelines for the Department of Service & Innovation were developed and implemented. In January, managers gathered for a workshop to define the department's internal values. This was followed by a professional development day where all staff participated in setting goals and creating an action plan aligned with the strategic guidelines. The goal was to create a shared vision and support ongoing development and improvements in operations.
People first
User-centered thinking – Coordinated service experiences – Simplicity prioritized
- Our core mission is to make life easier for people.
- All the City’s services are designed around the needs of service users.
- We work together as a coordinated team to provide a seamless service experience for those who seek our help.
One step ahead
Strong foundations – Informed decisions – Future optimization
- Our work is built on a solid foundation of expertise.
- We make informed, data-driven decisions based on current information.
- We plan several steps ahead to confidently tackle future tasks.
Always daring
Culture hacking – Creative environment – Leading by example
- We have the courage to make bold decisions and lead changes in challenging situations.
- We thrive in a creative environment where trust, feedback, and teamwork foster professional growth.
- We lead by example and take action.
A year of change and development
2024 was a year of transformation and progress. A new organizational and operational structure was implemented, creating opportunities to develop more efficient and focused work methods. Efficiency was prioritized, leading to new solutions that further strengthened the City's operations and services. Although the changes required adaptation, they also created opportunities for innovation and improved collaboration. Flexibility, clear strategy and a solution-oriented approach were key factors this year.
Department structure
In 2024, the Department of Service & Innovation was divided into five offices. Each office has a specialized role, but together they form a cohesive unit emphasizing creative collaboration, mutual trust and respect.
Digital Reykjavík
Oversees web matters, project and product management, and digital leadership initiatives.
Provides guidance on digital projects and leads the project council that prioritizes and selects digital transformation initiatives.
Handles communications with city administration, legal services, quality and risk management, and public relations.
Office Manager: Þröstur Sigurðsson
Service and transformation
Responsible for Reykjavík City's coordinated frontline services and service center operations.
Leads implementation of the City's service policy and works on digital transformation and service process redesign.
Office Manager: Arna Ýr Sævarsdóttir
Data Service
Manages data governance and data utilization in city operations.
The office aims to enhance data awareness and promote better use of data in decision-making and services for staff, residents and businesses.
Office Manager: Inga Rós Gunnarsdóttir
Information and Records Management
Provides guidance on information and document management across all city operations.
Handles professional development of the GoPro case and records management system and the Hlaðan information management system.
Also responsible for implementing, monitoring and executing Reykjavík City's Documentation Policy.
Office Manager: Óskar Þór Þráinsson
Information technology
Operates the City's IT infrastructure and manages software development of value-added products for Reykjavík City departments.
Responsible for vendor communications and contracts, along with the operations of administrative buildings.
Office Manager: Ólafur Sólimann Helgason
Executive board
The executive board of the Department of Service & Innovation consists of the department's key managers.
The board meets regularly throughout the year to discuss professional work, human resources, policy making and implementation of decisions.
The meetings serve as a forum for information sharing and discussions about shared challenges.
Executive Board 2024:
- Arna Ýr Sævarsdóttir
- Bryndís Kristjánsdóttir
- Inga Rós Gunnarsdóttir
- Karen María Jónsdóttir
- María B. Hermannsdóttir
- Ólafur Sólimann Helgason
- Óskar J. Sandholt
- Óskar Þór Þráinsson
- Þröstur Sigurðsson