Summary
Key results
Centralized service request management for citizens
Unified access for more than 16 500 users
Digital service management across multiple public institutions
The City of Reykjavik manages a broad network of public institutions, including government offices, schools, kindergartens, universities, and libraries. Each organization handles citizen requests while managing internal processes that require efficient communication and transparent workflows.
The client needed a Service Desk solution to organize request handling and support public institutions in their daily interactions with citizens. Beyond enabling digital submission of requests, the solution needed to provide employees with tools to track cases, manage workflows, and improve visibility into organizational assets.
The project addressed several operational needs:
- Digital handling of citizen requests and inquiries
- More efficient communication across public institutions
- Simpler management of administrative cases
- Better visibility into operational processes through CMDB data
To streamline these processes, the City of Reykjavik partnered with Sii Polska to configure a Service Management environment tailored to the needs of multiple public organizations.
Jira Service Management tailored to public administration
Sii experts configured and customized Jira Service Management to support both citizen requests and internal administrative processes. The platform was designed to serve different types of public institutions while enabling case handling through a dedicated online portal and multiple email channels.
The project included:
- Configuring Jira Service Management for citizen requests and internal administrative services
- Customizing the self-service portal for public service processes
- Setting up multiple dedicated email channels for different request types
- Building a CMDB to support day-to-day administrative operations
- Implementing automatic synchronization between the CMDB and Jira Service Management
- Deploying Insight Discovery to identify network assets and automatically populate the CMDB
- Implementing Atlassian Access for more than 16 500 users across multiple domains and identity providers
The resulting environment provided the City of Reykjavik with a unified service management model, from submitting requests through the portal or email, to linking cases with asset data and enabling secure user access across multiple domains.
Simpler case management for public employees and citizens
Following the implementation, the City of Reykjavik gained a more structured approach to managing citizen requests and internal administrative cases. The centralized portal, dedicated email channels, and CMDB data help public sector employees register, track, and resolve cases from a single environment. This provides better visibility into operational processes, easier access to asset information, and greater control over the data used in daily operations.
For citizens, the solution makes it easier to interact with public administration. Requests can be submitted through clear, dedicated channels, while cases are handled in a more consistent way, regardless of whether they involve a government office, school, kindergarten, library, or another public institution. The platform also provides a scalable foundation for expanding Service Management capabilities across the city without fragmenting communication or operational processes.
Key results
- Centralized service management model for multiple public institutions
- Unified portal and email channels for different types of requests
- Better visibility into operational processes through CMDB data
- Secure access for more than 16 500 users with Atlassian Access
GET IN TOUCH
Let's start the conversation today