Digital Iceland
Increased oversight and better public services with Ísland.is Service System
14th August 2025
The implementation of a coordinated public service system is currently underway, and several agencies have already successfully implemented it with results that have ensured better service.
The service system of Ísland.is is based on the service management and communication system Zendesk, which marks a major step towards improved and more efficient service to the public, and between institutions. Digital Iceland leads the implementation in collaboration with institutions.
The service system helps institutional staff provide efficient, traceable, and user-friendly services and facilitates them in managing all kinds of communication. Whether a message or query is received by e-mail, telephone, online chat, application, or in the institution’s reception, it can now be categorised, prioritised, and processed in one common place.
All errands get quicker to the correct place
A key element of the service system is how easily a message can be moved to the right responsible party, including between institutions. Instead of the user being given a tip to look elsewhere because his or her message is not relevant to the institution, it can be moved directly to the person who can resolve it, without the user being warned. This can reduce inefficient mailing, phone calls, and visits to institutions for users who can now receive quicker answers and resolutions of their cases.
Progress towards better public service
The Ísland.is service system also supports automatic handling of common requests and offers increased traceability and transparency in service. All requests are registered, with clear responsibilities, processes, and service criteria (SLA) that ensure that responses are received by users within a specified time. At the end of the handling, the user is automatically sent out, and the institution can therefore monitor its service level in real time.
Statistics and overview
The system gives staff of agencies access to statistics and an accessible dashboard that shows the real status of business and the development of the service. This enables agencies to monitor their performance and improve service processes based on good data. The increased oversight also makes it easier for agencies to learn from each other and find cooperation and opportunities for improvement.
The use of AI
The service will use artificial intelligence technology to improve the speed, efficiency, and user experience of the public service. The features of the system will include:
Answering common questions. Defining issues can be answered without the direct involvement of staff.
Analysis and prioritisation of transactions. The system supports the prioritisation of transactions by analysing them from indicators set by the institution.
Proposals that accelerate. The system draws up draft responses based on previous data and their resolutions. Employees only have to read over the draft, approve or change it, and then send the response.
The goal of AI is to increase the time staff have to deal with more complex matters, while also providing users with general answers and instructions immediately. This results in a better user experience and a more efficient work environment for organizations.
User identification
When a request is received, the institution may request that the user identify himself or herself with electronic identification before responding to the request. By identifying himself or herself, the institution can ensure that information is passed on to the right person. This applies both to communications via online chat and e-mail.
New development in progress
Digital Iceland is working on developing the following solutions that can be used by institutions:
Connection to a case file system: The connection of the Service System is being worked on, including with the case file systems OneSystems and GoPro. With such a connection, agencies can document cases directly from the Service System to their case file system.
The implementation of AI is in full swing, and institutions can use both better chat and automated responses to emails.
Communication through the Digital Mailbox: From this autumn, it will be possible to communicate with the public through a digital mailbox. The cases will be created in the service system, and answers to the public will appear as an email in the Digital Mailbox.
More information on the Ísland.is Service System can be found on Digital Iceland's website.
