Define and regularly measure the services provided by the Department of Welfare
Description of the action and objectives
Green Deal action
Ensure that service users are always at the forefront of service planning and have a say with active user consultation. Actions:
- Conduct regular access surveys among Department of Welfare service users
- Define the service factors to be regularly assessed
- Automation in user surveys
Implementation period
Planned completion in the second half of 2026
Status report on July 1, 2025
The Department of Welfare has implemented new survey software, Qualtrics, standardized across all Reykjavík City departments. The Department of Welfare has conducted its service and accessibility survey three times (2021, 2023 and 2025). The department has identified key service components that will be measured regularly through surveys among service users. The Department of Service & Innovation uses automated metrics following applications for general social housing, home support and special household support on My Pages. Work on automated surveys for service users following service delivery will begin in 2026, alongside the development of digital solutions.
Older status reports
| Timeline | Progress description | |
| January 2024 | Significant progress has been made in defining service components and planning regular service surveys among service users of key services in collaboration with specialized offices. The timeline was delayed because the survey software did not support automation. Appropriate survey software will be purchased in 2024. This action aligns with action 3.2.1, and automated surveys will be implemented where applicable and where technology allows. | |
| July 2023 |
Work has begun on defining service components. It was decided to wait until organizational changes were completed at the centers, along with the first phase implementation of 'A Better City for Children'. Some of the work coincided with these improvements. The existing survey software does not offer automation in service surveys. The delay in coordinated procurement of survey software will affect the timeline of this action. |
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| January 2023 | The existing survey software does not offer automation in service surveys. A proof of concept for a new survey system is being tested with the Department of Education & Youth and the Department of Culture & Tourism, under the leadership of the Department of Service & Innovation. One of the conditions for the new system is to conduct measurements following service delivery. The project kicks off at the end of 2022, and the action as well as the procurement process will take 1.5-2 years. Part of the project is to investigate the possibility of conducting a survey following service delivery. An accessibility survey was carried out in the spring of 2021 as part of the Welfare Policy process. It's considered better to conduct the accessibility survey every other year instead of annually. The survey will be carried out next spring, in 2023. Work has begun on defining service components. It was decided to wait for structural changes to be completed in the Centers alongside the first phase of the BBB implementation, as part of this work overlaps. |
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| July 2022 |
The existing survey software does not offer automation in service surveys. A proof of concept for a new survey system is being tested with the Department of Education & Youth and the Department of Culture & Tourism, under the leadership of the Department of Service & Innovation. One of the conditions for the new system is to conduct measurements following service delivery. The project kicks off at the end of 2022, and the action as well as the procurement process will take 1.5-2 years. Part of the project is to investigate the possibility of conducting a survey following service delivery. An accessibility survey was carried out in the spring of 2021 as part of the Welfare Policy process. It's considered better to conduct the accessibility survey every other year instead of annually. The survey will be carried out next spring, in 2023. Work has begun on defining service components. It was decided to wait for structural changes to be completed in the Centers alongside the first phase of the BBB implementation, as part of this work overlaps. |
Related actions
Societal objective
- 1. For All of Us | The Green Deal Residents' well-being and the feeling of belonging in Reykjavík.
- 2. Let Dreams Come True | The Green Deal Children and adolescents let their dreams come true.
- 3. Culture and arts will be integrated into city life | Green Deal Everyone has equal opportunities to participate in and enjoy culture and arts.
- 4. Sports for all | Green Deal Most people regularly engage in sports or other physical activities.
- 5. Improved public health | Green Deal A health-promoting, sustainable, and diverse community.
- 6. Human rights, increased participation, and improved conversations with residents | Green Deal Residents have the opportunity to work with the City to improve their quality of life.