Services that matter
Annual report of the Department of Service & Innovation 2024
Administration and policy making
Digital Council
In 2024, the Department of Service & Innovation's operations fell under the Digital Council.
The council consists of politically elected representatives from both the majority and minority of the City Council. Its role is to follow up on digital transformation, promote transparent administration and improve the city's services to make them simpler, more efficient and accessible.
Additionally, the council works to strengthen democratic participation, supports innovation and smart solutions, and ensures technology is used strategically in the city's policy making.
In 2024, the Digital Council met 18 times.
At the end of the year, the council included:
- Alexandra Briem, chair
- Kristinn Jón Ólafsson
- Skúli Helgason
- Aðalsteinn Haukur Sverrisson
- Björn Gíslason
- Friðjón R. Friðjónsson
- Andrea Helgadóttir
Inquiries and requests
In 2024, the department received 30 inquiries and requests from city councilors for review and processing. These matters are part of democratic administration and promote transparency and accountability to city residents. Inquiries cover various issues, including:
- digital services and implementation of new systems
- data recording and traceability
- information sharing and access to services
- internal processes and administrative improvements
Processing these matters often involves collaboration with other units within the city administration and under the guidance of the department's responsible officials.
Policy making
The Department of Service & Innovation plays an active role in developing and advancing policy matters related to digital services, data management and innovation within Reykjavík City. In 2024, the department regularly presented matters for discussion in the Digital Council and other relevant councils and committees. The submissions relate to:
- Policy development and implementation plans, including the City's digital strategy, service strategy and data transformation.
- Presentation of new projects and solutions, including improvement projects, digital solutions and development of new service systems.
- Performance management and improvements, reporting on the status of internal processes, benefit assessments and steps toward more efficient administration.
- Presentation of participation in domestic and international collaboration, to inform representatives and seek approval or discussion when applicable (e.g., participation in Seoul Smart City Prize, CC4DR and Smart City Expo in Barcelona).
Such submissions promote more transparent policy making, clearer division of responsibilities and more targeted information sharing to elected representatives. They also provide a platform for councils to monitor progress on key projects, assess results and submit suggestions and proposals for improvements.
Policies
The operations of the Department of Service & Innovation are based on the City's policies.
The department also bears responsibility for implementing and carrying out the policies that fall directly under its purview.
Economic and Innovation Policy
Reykjavík's Economic an Innovation Policy supports staff in shaping the future. Innovation is essential for societal development and connects to diverse fields, including culture, arts, administration and various service activities.
The policy aims for Reykjavík to be internationally recognized as a city where creativity and entrepreneurship can flourish. The goal is for the city to be an exciting place to live, work and visit. Through new ideas and creativity, social, economic and cultural values are created in harmony with the environment.
The policy's core priorities are:
- Shared Understanding for the City and the Economy
- Healthy Environment for the Economy and Innovation
- More Pillars of Value Creation
- Stories From the City
- Green Growth
- No One Left Behind
Digital Policy
Work on the City's Digital Policy continued throughout the year. Reykjavík City's Digital Policy emphasizes making the City's services more accessible, efficient and user-friendly. By utilizing digital solutions and data strategically, the aim is better services for residents, businesses and city staff.
The strategy focuses on strengthening digital access, promoting empowerment of residents and using technology to support sustainable development and innovation. There is also emphasis on secure and responsible data handling, clear collaboration between departments and continuous development of the city's infrastructure.
By the end of 2024, work on the strategy was in its final stages. The goal is to complete it in 2025 and implement it in the City's operations.
Documentation Policy
The Documentation Policy ensures secure handling and preservation of the city's documents. It covers all documents that are received, created or stored in the city's operations and at companies in which it holds a majority stake.
The goal is to ensure documents are properly recorded, well protected and accessible when needed, both for daily use and future preservation. The policy also ensures documents are preserved in accordance with laws and best practices.
Service Policy
The Service Policy is the core of all Department of Service & Innovation operations. Reykjavík City is a service provider, where its main role is to provide diverse services to residents, businesses and visitors to the city.
The policy describes the City's shared vision of what service is about. It sets forth guiding principles and goals that benefit staff in their daily work and define standards and quality requirements for services.
Goals of the Service Policy:
- Professionalism – service is specialized expertise that must be woven into all City operations and quality-managed.
- User-centered service – services should be designed and organized based on users' needs and perspectives.
- Efficiency – services should run smoothly and be accessible to users.