Emphasis on modernising and developing the service

Organisational changes at the City of Hafnarfjörður

It is proposed in the Capacent report on
that the City of Hafnarfjörður's service provision will be changed by an amendment to the plan which
contribute to improving and developing the service, with the aim of solving as many problems as possible
most matters on first contact digitally or via the call centre. Town Council
decided at its meeting this morning to refer proposals for the first steps in this reform process
for further processing by the town council. The changes are expected to come into effect
by 1 September at the latest.

The past
In the autumn, it was decided to launch a review of the services of the City of Hafnarfjörður and to seek
ways to strengthen and improve it. There were indications that much could be improved.
go, for example, requests, enquiries and suggestions are most appropriately from
the townspeople were not being properly looked after. Then there were indications that this could be done, that
at least in part, attributable to the fact that the pressure on the professional areas would be greater than they
to attend to. The Town Council agreed in September 2018 to enter into a contract with
Capacent on an evaluation of the governance system of the City of Hafnarfjörður, which would look
specifically on how to increase services and operational efficiency and
the council's operations through the use of information technology and clearer procedures
and a dynamic working environment.

Rósa Guðbjartsdóttir, Mayor: „Service to the town's residents and businesses is a fundamental task.
of each municipality. We want Hafnarfjörður to be at the forefront of that and for them
that anyone who approaches the town shall receive the swiftest and best possible resolution of their matters.
The review of the service provision revealed that there is much room for improvement.
not least because infrastructure and procedures have not changed in line with
changed needs and a changed environment. With these changes, we are taking
an important step towards improving and modernising the services of the City of Hafnarfjörður. We
We want to resolve as many enquiries as possible on the first contact, and we do this not least by
development and strengthening of digital service channels.“

The outcome of the total and the consultation with residents and
staff

Í
The analysis carried out in recent months has focused on establishing
the view of the majority, both within the administration and among the town's residents. Among other things
A special feedback portal was opened where residents could send suggestions to the advisors.
regarding matters concerning the town's services that could be improved. Then a meeting was held
A residents' meeting in November where the provision of services by the City of Hafnarfjörður was discussed.

Í
A Capacent report to the town council states that there is significant pressure on professional departments and a shortage
Flaws in procedures have led to the fact that the service of the City of Hafnarfjörður has not
to evolve and strengthen in step with changing times. Work processes are largely based on
older tradition and was not suitable for the extensive activities undertaken by the municipality.
today. A significant increase in workload could be met with an increased number of full-time equivalent posts, but in the assessment
The advisors point out that it is unwise in the long term. Not least is
a need to significantly enhance services that can be resolved on first contact, either
digitally or in a call centre.

New field of service and development

Laid
is to change the division of labour in service provision so that it is separated on
between, on the one hand, services that can be resolved at first contact and, on the other
regarding services that it is necessary to carry out in the relevant professional fields
experts. To achieve this, the following changes will be made:

• New area, Service and Development Department,
  takes over some of the tasks currently handled by the administrative department and
  Finance Department
• Customer service is moving from
  The administrative department enters the new field.
• The IT department moves from the finance department and
  A parallel increased emphasis was placed on development with a focus on innovation in services.
• Communications move from the administrative sphere
  to the new stage
• Culture and tourism are moving away
  the administrative department to the new department, along with its associated institutions

An administrative review of the City of Hafnarfjörður and proposals for action can be accessed. Here