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

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Through co-creation with local governments, we aim to realize a "People-friendly digitalization where no one is left behind" at the local government window by realizing a "one stop window where no one has to write, wait, or turn."

Notice

Table of Contents

Overview

In Digital Agency, in addition to promoting online administrative procedures through the use of Mynaportal's and local governments' own online application systems, 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 for over-the-counter procedures and the workload on local government employees.

Municipal DX services counter "One-stop, no writing service" is an initiative that allows people who are not familiar with digital technology to enjoy the benefits of improved services for residents and My Number Card while reducing the burden on employees by utilizing digital technology.

Background:

As the digitalization of services increases dramatically with the progress of digital technology, it is necessary for local governments to make full-scale efforts to promote digitalization services for residents so that people can enjoy the benefits of the digital society.
In addition, it is estimated that the working-age population will decrease to less than 60 million by 2040 *, and as the labor shortage due to the declining population becomes more serious, there are limits to how well local governments can maintain high-quality work through conventional methods. Therefore, in order to continue high-quality contact center service while the number of employees is decreasing, it is necessary to promote digital transformation and further improve operational efficiency.
* See 2022 Information and Communications White Paper / Trends and Projections of the Aging Population (Ministry of Internal Affairs and Communications)

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

Issues to be resolved

At many local government counters where operational reforms have not progressed, both residents who enjoy administrative services and local government officials who provide administrative services are facing problems.
Problems faced by residents who take the procedure include "being made to write the same items over and over," "being made to wait at the counter each time," and "being sent to multiple counters."
Issues faced by local government employees include "Explanation of how to fill out each application form is required," "Confirmation of the contents of entries covers a wide range of work," and "As operations become more complicated, operations become more dependent on individuals."

Goals and expected effects as a solution

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 officials who provide them based on the three digital principles of "digital first," "once only," and "one stop."
Based on the concept of the three digital principles, local governments will reform their own services, from over-the-counter services to back-office services, and realize "no writing," "no waiting," and "no spinning" by making maximum use of digital capabilities such as information held and My Number Card. By realizing these, we will aim to achieve both "reducing the burden on residents for over-the-counter procedures" and "reducing the work load on local government employees," leading to improved contact center service.
In order for local governments to realize the above vision, Digital Agency is providing support to local governments working on "One-stop, no writing service".

Example of use

On January 16, 2024, the use of "Municipal DXSaaS services counter" to support the realization of "Municipal DX services counter" in terms of systems began in Kinokawa City, Wakayama prefecture.
Kinokawa City is the first local government in Japan to utilize Municipal DXSaaS services counter for over-the-counter services. By the end of March 2024, 17 local governments across Japan had started using it.

Local governments making use of

  • January 2024
    Kinokawa City, Wakayama (January 16), Chigasaki City, Kanagawa (January 30)
  • February 2024
    Miyakonojo City, Miyazaki (February 27), Izumi City, Kagoshima (February 28)
  • March 2024
    Iwata City, Shizuoka (March 1), Kagoshima City, Kagoshima (March 1), Kakuda City, Miyagi (March 5), Higashihiroshima City, Hiroshima (March 8), Kato City, Hyogo (March 14), Yamaguchi City, Yamaguchi (March 15), Nishiwakishi, Hyogo (March 19), Sumoto City, Hyogo (March 19), Sarabetsu-mura, Hokkaido (March 22), Daisen Town, Tottori (March 25), Yoshitomi-machi, Fukuoka (March 25), Minamisoma City, Fukushima (March 27), Kanan-cho, Osaka (March 29)

to

In order to realize "One-stop, no writing service," it is not enough just to introduce a system. "Counter BPR *", a business reform that includes back-office operations, is important.
If only the system is introduced without conducting counter BPR, there is a risk that the procedures will become complicated and the work on the back yard staff side will increase. It is necessary to clarify the "counter (goal) that we aim for" and proceed so that both counter operations and back yard operations will be efficient.

*BPR
An abbreviation for "business process reengineering (Business Process Re-engineering)," which means business reform by rebuilding business flows, organizational structures, etc. from the perspective of processes.

Digital Agency will carry out a support project to promote the local government's Municipal DX services counter (One-stop, no writing service).

  • BPR Advisor Dispatch and Training Program
    • BPR Advisor dispatch program: Local government officials with extensive expertise and experience in counter DX are commissioned as advisors and dispatched to local governments upon request to share know-how, etc., for the purpose of "creating opportunities" for local governments to self-drive counter BPR.
    • The BPR Advisor Development Project aims to create an atmosphere in which local governments help each other and co-create by training new people who aim to become a BPR Advisor as "trainees" and increasing the number of advisors.
    • BPR Advisor Liaison Conference: BPR Advisor will share the know-how and issues obtained through the support of municipalities, and discuss more effective support methods, etc.
  • Municipal DXSaaS services counter
    On the Government Cloud developed by Digital Agency, multiple business operators selected by Digital Agency build "Package contributing to counter digital transformation" functions (SaaS), and local governments can select and use the functions.
  • Digital Revolution Digital Transformation Co-Creation Platform
    It provides a venue for local government officials to exchange opinions, share the knowledge of preceding local governments, and share the awareness of local governments using the BPR Advisor Dispatch Project.