Services that matter

Annual report of the Department of Service & Innovation 2024

Information technology

Purpose

Reykjavík's IT Services office operates one of the country's largest and most diverse information environments and serves all City staff. During the year, the office worked diligently to strengthen its internal operations, reinforce the city's technical infrastructure and develop digital solutions for the benefit of staff and residents.

 

IT services 2024

Software development

Software development creates digital solutions that simplify life for staff and residents. Work is done in cross-functional teams that analyze, design, program, test and release solutions in partnership with other City departments. The goal is always to create accessible and secure software solutions that meet users' real needs.

Technical operations

Technical operations is responsible for keeping Reykjavík City's computer systems and information systems running. This includes operating networks, data centers, cloud solutions and communication systems. The unit also handles monitoring, security and continuous improvements to the City's technical infrastructure.

Technical design

Information technology design handles planning the future of the City's technology needs. Staff advises which technology solutions the City should use and how best to utilize them. The goal is to ensure technology solutions are modern, secure and fit well into the existing technical environment while supporting the City's operations.

Technical services

Technical services helps City staff when technical problems arise. The division handles setup and management of computer equipment, system access issues and consultation regarding technology and software.

Facility services

Following organizational changes in 2024, it was decided to transfer the City's facility management from the Office of Service and Transformation to IT Services. Facility management handles daily operations and maintenance of the City's administrative buildings, such as City Hall and Höfðatorg. The unit is responsible for facility management, cleaning, cafeterias, security and monitoring systems as well as maintenance and oversight of various building systems.

Activities and services

Following organizational changes in 2024, it was decided to transfer the City's facility management from the Office of Service and Transformation to IT Services. Facility management handles daily operations and maintenance of the City's administrative buildings, such as City Hall and Höfðatorg. The unit is responsible for facility management, cleaning, cafeterias, security and monitoring systems as well as maintenance and oversight of various building systems.

The year 2024 was a year of significant progress and changes. Emphasis was placed on security, coordinated implementation and ensuring that technology solutions were accessible, efficient and secure. A record number of requests were processed during the year and many bids and contracts were renewed.

  • A new project schedule was put into use that provides better oversight of projects and prioritization.
  • Change management was introduced in software development processes and development plans were directly linked to releases.
  • An internal audit was conducted on the office's operations which led to improvements and new priorities.
  • A new service unit, ÞJÓSTI, began operations.
  • A tech desk was opened in the service center to improve access and speed up service.
  • Security services outside office hours in administrative buildings were introduced to ensure safety and presence after closing time.

Stronger infrastructure

During the year, work was done on numerous projects that strengthen the City's technical infrastructure. A new Azure cloud environment was set up and a new data center was put into use.

Backup configuration was greatly improved and at the same time network design was finished, network cabinets and network points were renewed at many workplaces and the digital communication solution Microsoft Teams was put into use.

A bid for centralized printing was completed and implementation began, which will deliver greater oversight and cost savings.

Illustration of a person standing on a ladder connecting two of many points.

Safety, access and certifications

IT Services worked systematically to ensure a secure operating environment for the City.

ISO 27001 security certification was renewed and two-factor authentication was introduced for enhanced data security.

The city installed a new access control system in administrative buildings and improved security camera surveillance. We also improved access in stairwells.

Illustration of an award ribbon.

System consolidation and streamlining

Rótin (The Root) project focused on mapping and completing key processes in our current human resources and payroll systems while preparing a new system.

At the same time, we put an asset management system into use and reviewed the Google environment for schools, adapting it to new needs.

We completed the consolidation of domains in preschools and some of the city's primary schools, which greatly simplifies all system administration.

Illustration of people looking at screens.

Improvements in daily operations

We introduced numerous solutions to support daily operations. These include kitchen management systems, implementing Jamf for smart device management, and Windows 11 on staff computers.

We also worked with Signet Transfer for data transfers and WebMethods for moving data between systems in the new data center.

Our continued implementation of Atlassian solutions marked a major step in coordinating project work and improving service processes. In addition, we further developed the city's technology stack and put various data products into operation.

Illustration of a laptop.

Buy or build?

IT Services plays a key role in developing and operating digital solutions that meet the needs of staff and residents of Reykjavík.

We focus on using a mixed approach that evaluates whether solutions already exist within the city, whether to purchase ready-made solutions from the market, or whether to develop custom solutions within Reykjavík City using mixed teams of staff and contractors.

This approach helps us leverage the strengths of both in-house and outsourced solutions while building important expertise within the city.

Illustration of a person reading a newspaper while cycling on a one hundred króna coin.

Solutions that meet service user needs

We developed and put many new versions and solutions into use during the year. They are based on the real needs of staff and residents and support better services and more efficient processes. Among the new or updated solutions were:

Solutions for internal operations

We developed various specialized solutions to support operations and management within the city. These include:

  • Further development of the Laufey access system
  • Management dashboard updated and migrated to Power BI
  • IT cost dashboard was launched
  • Application forms for new service systems

Integration of design, technology and services

All these products are the result of collaboration between service users, designers, programmers and many other specialists. Through a user-centered approach, continuous improvements and diverse methods, we better ensure that new solutions are well-utilized and offer efficient, clear and accessible services for everyone.