12th March 2025
12th March 2025
Is digitization the key behind increased satisfaction with government services?
The overall level of satisfaction with the government's services is increasing according to a new service survey.
About 23,000 people have expressed their opinion on the service of government agencies in 2024. Total satisfaction with the service increases between years. Most significantly, satisfaction with the interface between years increases, which works against satisfaction with speed, which decreases slightly. The survey was conducted in a new format in 2024, but of the 124 institutions that participated, 75 institutions used a real-time survey over the year to get their users’ opinions.
The government places great emphasis on efficient and good government operations, so it is particularly pleasing to see the public’s satisfaction with the services provided by the government. The government aims to take the measures throughout this term that will further improve the service and support the strong human resources that are behind the service.
Daði Már Kristófersson, Minister of Finance and Economic Affairs
Find out more about the results
The most satisfied groups are men, people living abroad, those who answered the survey in English and Polish, and those over 55. Because the survey is conducted in real-time, it is already possible to see how things are going at the beginning of this year, and these figures show a sharp increase in satisfaction. About 25,000 responses have already been received by 2025.
The Administration of Occupational Safety and Health is the institution with the highest annual increase in three out of four questions and achieves the significant success of having 4.5 out of 5 possible overall satisfaction with service.
Good results do not appear in a vacum. The key to good service at The Administration of Occupational Safety and Health is that we all strive to serve the country's workplaces in promoting the safety and wellbeing of employees and at the same time their own success. We are there for the workplaces and their employees and strive to be human and inspiring in all our communication. I am extremely proud of our team and the results we are making together.
Hanna Sigríður Gunnsteinsdóttir, Director of The Administration of Occupational Safety and Health
Digitizing services is an opportunity
Through Ísland.is, the public service is constantly being improved and the user experience of the service is ensured.
It is really pleasing to see the results of the service survey, which demonstrate improved service for many agencies. By using the core services of Ísland.is, agencies can do even better in service provision. The service system of Ísland.is plays a key role in good and consistent service provision by the state.
Birna Íris Jónsdóttir CEO of Digital Iceland
The data, along with open-ended responses, provide an important insight into the public sector’s activities and will be used in the ongoing public service policy. Further information on the implementation, as well as results for the institutions that reached at least 100 responses in 2024, can be found on the Government Offices website.