Services that matter
Annual report of the Department of Service & Innovation 2024
Reykjavík's digital journey
Today there is little need to talk specifically about digital services. They are simply a natural part of our daily lives. Digital just is.
But to build a city where digital is natural requires nurturing innovation and creative thinking. With that mindset, we can rethink public services and make them better. And that's what digital transformation is fundamentally about: improving services.
Staff ready to participate
In recent years, we have systematically worked to make the City's services more accessible, user-centered and efficient. The Department of Service & Innovation has led these changes and supported other departments on their digital journey.
Many service processes have been rethought and redesigned using civic design tools, while digital solutions have been implemented as needed.
Although needs differ between departments, we have emphasized the same main priorities across the City: better oversight, clearer prioritization and a new approach to project work.
Bridge between departments
Each department has a digital transformation lead who provides advice, maps opportunities and follows projects from concept to implementation. They serve as liaisons between departments and promote coordinated procedures and prioritization.
Through focused collaboration, we have been able to build oversight, reduce duplication and strengthen trust within the City. A major investment initiative concluded in 2023, so 2024 was largely spent connecting it to daily operations, reassessing projects and establishing a digital approach.
Building digital sustainability
As digital projects increase, the need for regular dialogue between departments and managers grows. This creates a better understanding of what work is underway and what the potential impacts may be. The role of digital transformation leads has evolved with operations and now also focuses on helping departments plan for the future.
Over the next few years, we must continue building a future that supports digital sustainability. This can only happen with active participation from all City departments. The Department of Service & Innovation continues to play a key role in the City's digital journey, while at the same time we will place greater emphasis on empowering departments.
Roadmaps into the future
In 2024, departments worked with digital transformation leads on roadmaps that identified improvement opportunities. This was the first step toward increased ownership by specialized departments.
The roadmaps were presented to the digital council late in the year and will serve as the foundation for ongoing development.
In 2025, we will place even greater emphasis on strengthening this ownership through increased education, support and clearer policy making.
Looking at the big picture
By creating an annual vision for each department, it becomes easier to prioritize projects, fund them appropriately and ensure they deliver results. This creates transparency and shared understanding.
Distributing responsibility to those who own the City's services supports broader transformation and allows the Department of Service & Innovation to focus more on looking at the big picture, staying ahead in development and increasing collaboration with professional communities, the state and other municipalities.