Zendesk Experts Wanted

Zendesk Experts Wanted

Ísland.is Service System for Public Sector Organizations

The Ísland.is Service System is one of Digital Iceland's core solutions and is used today by a growing number of public sector organizations as a shared customer service platform.

Built on Zendesk, the platform streamlines the intake and handling of enquiries, improves visibility and traceability, and provides valuable analytics that support better service delivery and continuous improvement.

More than 40 government agencies and public organizations are already using the platform successfully. Its implementation has led to more consistent service delivery, improved case follow-up, greater transparency across service processes, and better insight into workload and performance. It has also enabled organizations to identify trends in customer enquiries and use those insights to continuously improve services for citizens and businesses.

Integrated with Other Digital Iceland Solutions

Zendesk is also integrated with several other Digital Iceland solutions. The platform is connected to the Ísland.is Application System, allowing many public organizations to use Zendesk as the backend for applications submitted through Ísland.is.

In addition, Zendesk is integrated with the Digital Mailbox, enabling public organizations to send official documents and communicate securely with individuals and businesses directly through the Digital Mailbox.

Greater Automation, Better Service

The platform also offers powerful automation capabilities and AI-powered features that can automate a significant share of customer service processes. AI can help answer frequently asked questions, assist service agents with case handling, guide users, and accelerate response times without compromising service quality.

Several organizations have already begun adopting these capabilities with excellent results, using AI to improve customer service, reduce processing times, and increase operational efficiency. These developments are expected to play a significant role in shaping the future of public service delivery in the years ahead.

Consultancy Tender This Autumn

To further support this development, Digital Iceland will launch a public procurement process this autumn for Zendesk consulting services.

We are seeking experienced consultants with expertise in Zendesk implementation, administration, and operations who can help public organizations maximize the value of the platform.

Consultants will be required to hold the Zendesk Support Administrator Expert certification issued by Zendesk. We therefore encourage anyone interested in providing these consulting services to obtain the certification as soon as possible.

If you would like to stay informed about the upcoming tender, you can join our mailing list and we will notify you as soon as the procurement process is launched.