Demands improvements and action

The Municipality of Hafnarfjörður takes
I am very grateful for the suggestions regarding the quality of home-delivered meals for senior citizens in Hafnarfjörður.
seriously and will do everything to ensure that good service, good food and good
Let's go together. The town apologises
regret for what has gone wrong and thanks for the suggestions and
Complaints received.

Just over 100 elderly residents in Hafnarfjörður use the meal service.
which is available at 33 Hjallabraut and 1 Sólvangsvegur every day. In addition, they have
Around 55 elderly people have had food delivered to their homes every day of the week.  About
At the last New Year, the company ISS took over the production of the food following
tender. Staff of Hafnarfjörður Municipality at Hjallabraut
and Sólvangsvegur have daily sent a status report to the town's liaison with the ISS, about
the quality of the food and what people think of it. Regarding suggestions and complaints, there has been
Acted upon as soon as they were received.

Over the weekend, an incident occurred which is unacceptable when
End-of-line food did not meet quality requirements. Haraldur L. Haraldsson
The mayor summoned representatives of ISS for a meeting the same day to review
production, processing and serving of food to elderly citizens in Hafnarfjörður. ISS has
has been notified in writing that within two weeks the company must submit
information on how it intends to prevent mistakes of this kind
be repeated and that the company provides the service as defined and agreed.
is set out in the new service contract.

In a letter from the mayor to ISS, improvements are demanded.
The ambition of the City of Hafnarfjörður, as expressed here at the end, is to ensure that all services
for senior citizens to be exemplary and a credit to the municipality.

„We look at mistakes from
We take this matter very seriously and apologise that it occurred.
place. Our ambition is to provide senior citizens in Hafnarfjörður with 100% service and
we proceed on the basis that the parties we negotiate with will handle it accordingly. We
as a local authority, we operate according to certain rules regarding the tendering of services and
We expect the terms we set to be fulfilled. Going forward
Council staff will place a greater emphasis on following up on food deliveries.
to the elderly in Hafnarfjörður, especially through visits, conversations and
integration with home care services. We are going to ensure that this service will be available
model“ says Haraldur L. Haraldsson, Mayor of Hafnarfjörður.

The service for the production of food for the elderly was put out to tender.
At the end of last year, the tender was part of the municipality's timely tenders. Municipalities are required to accept the lowest bid.
in accordance with the tender rules and was done in this case taking into account
tendering conditions intended to guarantee quality and good service. The company ISS had
the lowest bidder took over the service at the turn of the year. The tender for this service element was the only tender.
the municipality's procurement procedures which resulted in a price increase in the contract.