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 2024

Status: In progress

Status report on January 1, 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.

Older status reports

Below you can find older status reports with information on the progress of the action since its inception (if you're using your phone, it's better to turn it sideways).
  Timing Progress description
  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.
  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.
  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.

 

Connection of action to Reykjavík City's policies:

 

Reykjavík City departments: