The Service System helps agency staff provide efficient, traceable, and user-friendly service and makes it easier for them to manage all types of communications. Whether an inquiry or request is received via email, phone call, online chat, application from the Ísland.is Application system, or at the agency's reception, it can be categorized, prioritized, and processed in one shared location.

The goal of implementing the system is to give staff more time to handle complex cases, while general answers and guidance are immediately provided to users. This results in a better experience for users and a more efficient working environment for agencies.

Utilization of artificial intelligence increases efficiency

The Service System uses artificial intelligence technology, among other things, to improve the speed, efficiency, and user experience of public services. Features currently in development include:

• Answering common questions

  It's possible to define inquiries that the system can answer automatically, without direct staff involvement.

• Analysis and prioritization of inquiries

  The system supports prioritizing the processing of inquiries by analyzing them based on metrics set by the agency.

• Suggestions that expedite

  The system drafts responses based on previous data and resolutions. Staff only need to review the drafts, approve or modify them, and send the response.

This reduces manual work and shortens processing time, allowing staff to focus on more complex cases that require greater attention.

Main benefits of the Ísland.is Service System

• Excellent overview of all provided services
  The system unifies all communication channels in one place, allowing staff to see all inquiries, regardless of the communication method. This simplifies oversight, prevents duplication of work, and ensures that inquiries don't get lost.

• Improved knowledge sharing
  It's possible to build a powerful knowledge base within the system that benefits both staff and the public. Employees can easily share information among themselves.

• Powerful statistics and analysis
  The system provides access to detailed statistics and analysis of the service. Agencies can monitor the number of inquiries, processing time, response time, and user satisfaction, for example. This allows agencies to make informed decisions about where to improve service. Inquiries can be categorized and measured to understand why users are contacting, making it easy to respond if information is missing on the website or elsewhere. The system automatically sends out the government agency service survey, so agencies don't need to send the survey manually.

• Increased collaboration between agencies
  The system makes it easy to share information and refer cases between agencies. The system ensures that all information is in one place, which facilitates oversight and communication across agencies and supports integrated public services. Instead of the user receiving suggestions to look elsewhere because their inquiry doesn't apply to the particular agency, it can be directly transferred to the one who can resolve it, without the user being aware. This can reduce inefficient mail correspondence, phone calls, and visits to agencies for users who can now get quicker answers and resolutions to their cases.

• Reception and processing of applications
  The system can receive applications from the Ísland.is Application System, and application processing can take place within the system.

• Security and accessibility
  The system meets the strictest security requirements. All information is stored securely, and access controls are defined to ensure only appropriate staff have access to sensitive information.

• Utilization of artificial intelligence to increase efficiency
  The system offers smart solutions such as automated response templates, automation in task allocation, and classification of inquiries with the help of artificial intelligence.

• User authentication
  Institutions can authenticate their users with electronic ID for requests that come through web chat and email. This ensures that the right individual receives answers to submitted requests.