From vision to reality
Department of Service and Innovation Annual Report 2025
About the Department of Service and Innovation
Established in 2019, the Department of Service and Innovation is one of Reykjavík City's three core departments. Its role is to deliver internal and external services for the City, support specialized departments, and lead development across services, information technology, data, and digital solutions. The department also oversees the operation of the service center, administrative buildings, and Reykjavík Municipal Archives.
From development to sustainable operations
Over the past several years, the Department of Service and Innovation led a wide-ranging digital transformation across Reykjavík City. The Department built new digital infrastructure, service channels, and solutions that fundamentally changed how the City engages with residents and staff. The year 2025 marked a significant milestone in this journey. Focus shifted from building new digital solutions to ensuring sustainable operations, clear ownership, strategic prioritization, and the ongoing development of existing systems and services.
Digital transformation is no longer a discrete development project—it is an ever-growing part of the City's day-to-day operations. The department increasingly focuses on developing and operating digital services, measuring their performance, and ensuring they deliver tangible benefits for residents, staff, and City operations.
In this way, 2025 saw digital solutions become an integral part of daily operations. The Department ensures this progress rests on a solid foundation, clear goals, and continuous improvement, keeping Reykjavík City's services simpler, more accessible, and more secure for everyone.
A broad range of responsibilities
The department's work spans service development, information technology, data governance, Information and Records Management, cybersecurity and information security, digital transformation, and the operation of shared infrastructure. In 2025, the department added democratic participation to its portfolio when it absorbed democracy-related projects.
The importance of data, information security, and responsible digital solutions grew steadily alongside these developments. The Department builds reliable infrastructure to support efficient services, data-driven decision-making, and the responsible use of new technology. The Department also prioritizes privacy, digital access, and designing services around the needs of diverse user groups.
The Department of Service and Innovation touches nearly every aspect of Reykjavík City's operations, from schools and welfare services to finance, records management, open data, democracy initiatives, and digital services. While these projects vary widely, they share a common purpose: supporting better services, stronger administration, and the efficient use of shared resources.
Department structure
The Department of Service and Innovation is organized 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
Digital Reykjavík leads the City's digital development, overseeing web matters, project and product management, and the work of digital transformation leads.
The office provides consultation on digital projects and helps prioritize digital transformation initiatives across the City. It also liaises with the City's administration, legal services, quality and risk management, and public relations.
In 2025, the Department restructured web and product development operations to meet growing demands for the ongoing operation and development of digital solutions. As a result, the unit split into two independent divisions:
- Web Division
- Product Management Division
Office Manager: Þröstur Sigurðsson
Service and transformation
The office oversees Reykjavík City's coordinated front-line services and manages the day-to-day operation of the service center.
It leads the rollout of the Service Policy, driving digital transformation and service process redesign to ensure user-centered service and a consistent service experience across all touchpoints.
Office Manager: Arna Ýr Sævarsdóttir
Data and software development
In 2025, the office took on a new role and a new name when Data Services became the Office of Data and Software Development.
The Office handles data governance and data usage across city operations, developing software solutions that support services and daily functions.
The office aims to strengthen data literacy, encourage data-driven decision-making, and ensure that reliable information and clearly defined ownership underpin all digital solutions.
Office Manager: Inga Rós Gunnarsdóttir
Information and Records Management
The Office provides consultation on Information and Records Management across all City departments.
It manages the development of the GoPro case and records management system and the Hlaðan information management system.
The Office is also responsible for the implementation, supervision, and development of Reykjavík City's Documentation Policy.
Office Manager: Óskar Þór Þráinsson
Information technology
The Office operates the IT infrastructure and handles the development and ongoing operation of technical solutions supporting Reykjavík City.
It manages vendor communications and contracts, along with the operation of shared IT infrastructure and administrative buildings.
Office Manager: Ólafur Sólimann Helgason
Executive management team
The executive management team of the Department of Service and Innovation consists of the Department's senior 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 management team 2025:
- Arna Ýr Sævarsdóttir
- Bryndís Kristjánsdóttir
- Inga Rós Gunnarsdóttir
- María B. Hermannsdóttir
- Ólafur Sólimann Helgason
- Óskar J. Sandholt
- Óskar Þór Þráinsson
- Þröstur Sigurðsson
