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' One-stop, no writing service' in Municipal DX services counter

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Through co-creation with local governments, we aim to realize "a people-friendly one-stop where no one is left behind" at the local government counter by realizing "No writing, no waiting, no turning, digitalization counter" at local governments.

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Table of Contents

Outline

In Digital Agency, in addition to promoting online administrative procedures through the use of the online application System, which is unique to Mynaportal and local governments, the Municipal DX services counter "One-stop, no writing service" initiative is being promoted in close cooperation with local governments with the aim of reducing the burden on residents in terms of over-the-counter procedures and reducing the workload on local government employees.

Municipal DX services counter "One-stop, no writing service" is an initiative that uses digital technology to reduce the burden on staff when people who are not familiar with digital technology come to local government offices. In improved services for residents, they can enjoy the benefits of My Number Card.

Background

As the digitalization of services increases dramatically due to the development of digital technology, it is necessary to make full-scale efforts to promote digitalization for local government services for residents so that the people can enjoy the benefits of a digital society.
In addition, it is estimated that the working-age population will decline to less than 60 million people by 2040. As the labor shortage due to population decline becomes more serious, there is a limit to maintaining high-quality services of local governments in the same way as before. Therefore, in order to continue high-quality contact center service amid a decreasing number of employees, it is necessary to promote digital transformation and further improve operational efficiency.
* Refer to: 2022 Information and Communications White Paper-Trends and Future Projections of the Aging Population (Ministry of Internal Affairs and Communications)

The Vision of One-stop, no writing service and its Expected Effects

Issues to be Resolved

At the service windows of many local governments, where operational reforms have not progressed, both residents who enjoy administrative services and local government employees who provide administrative services face challenges.
Some of the problems faced by residents who go through the procedure are: "I am forced to fill out the same items many times," "I have to wait at the counter every time," and "I am diverted to multiple counters."
Challenges faced by local government employees include "being required to explain how to fill out each application form," "the work of confirming the content of entries is wide-ranging," and "as operations become more complex, operations become more dependent on individuals."

Vision as a solution and expected effects

In "One-stop, no writing service," we aim to solve the problems of both the residents who enjoy these administrative services and the local government employees who provide them, based on the three digital principles of "Digital First," "Once Only," and "one-stop."
Based on the approach of the Three Digital Principles, local governments will reform their own services, from over-the-counter services to back-office services. By maximizing the use of the digital power of held information, My Number Card, etc., we will realize "no writing," "no waiting," and "no running." Through these achievements, we aim to achieve both "reducing the burden on residents in over-the-counter services" and "reducing the workload of local government employees," which will lead to improved contact center service.
In order for local governments to realize the above vision, Digital Agency is conducting a support for local governments working on "One-stop, no writing service."

Dashboard on the Status of Municipal DX services counter Initiatives

Local governments' contact points In order to communicate the status of DX initiatives, we are releasing dashboards on the status of utilization of the BPR Advisor Dispatch Project and the status of introduction of DXSaaS for the Municipal Services Counter.
Data on the dashboard is updated monthly.

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In order to realize "One-stop, no writing service", the introduction of the system alone is insufficient, and "Counter BPR *", which is a business reform including the back yard, is important.

There is a risk that simply introducing the system without conducting counter BPR will make the procedure more complicated and increase the work on the backyard staff side. It is necessary to clarify the "image of the counter we aim for (goal)" and promote both counter and backyard operations so that they are more efficient.

Digital Agency is carrying out a support project to promote local government Municipal DX services counter (One-stop, no writing service). You can see the support content from BPR Advisor Dispatch Project.

*BPR
BPM stands for business process reengineering (Business Process Re-engineering), which aims to reform business processes by restructuring business flows and organizational structures from a process perspective.

BPR Advisor Dispatch and Development Project

BPR Advisor Dispatch and Development Project consists of the following three support projects.

BPR Advisor Dispatch Project

Local government officials with high knowledge and experience will be commissioned as advisors to the Counter BPR, and will be dispatched to local governments of their choice to share know-how with the aim of creating opportunities for local governments to self-drive the Counter BPR.

BPR Advisor Development Project

By fostering people who are newly aiming for BPR Advisor as "trainees" and increasing the number of advisors, we aim to create environments where local governments help each other and co-create.

BPR Advisor Liaison Conference

We will share knowledges and challenges that BPR Advisor has gained through supporting municipalities, and discuss more effective support methods, etc.

Municipal DX services counter SaaS

Municipal DX services counter SaaS is a system in which multiple business operators selected by Digital Agency build a function (SaaS) as a "package contributing to window DX" on the government cloud developed by Digital Agency, and local governments can select and use the function.

Digital Reform Co-Creation Platform

Digital Reform Co-Creation Platform provides a place for local government officials to exchange opinions, share the knowledge of leading local governments, and share the insights of local governments utilizing the BPR Advisor Dispatch Project.