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Introduction of User Satisfaction Evaluation in Government Information Systems

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In order to continuously improve the convenience of governmental information systems from the user's perspective, Digital Agency will develop a satisfaction evaluation mechanism based on unified indicators, and support the establishment of an improvement cycle in each ministry and agency.

Outline

Digital Agency is working to build a mechanism to continuously improve the convenience of governmental information systems from a user-centered perspective, based on the regulatory reform Implementation Plan (Cabinet Office) (decided by the Cabinet on July 21, 2026), which was a response to the "Priority Plan regulatory reform Toward the Realization of a Digital Society in " (decided by the Cabinet on July 21, 2026) and the "Report on the Promotion of the (Cabinet Office)" (decided by the regulatory reform Promotion Council on June 29, 2026). Regulatory reform Implementation Plan (Cabinet Office)
In particular, we will develop a system that allows users to directly collect and analyze quantitative feedback on satisfaction and convenience based on unified indicators on each system that users actually use. This system consists of a satisfaction evaluation function built into each ministry and agency's system, and a dashboard for analyzing the collected information. By providing these, Digital Agency will support each ministry and agency in collecting users' voices and making continuous improvements based on them, as well as regularly confirming the status of improvements.
In addition, we will promote the use of service design-related guidelines and guidebooks such as " DS-670.1 Usability guidelines " and " DS-671.1 Usability introduction guidebook ." We will review the procurement process and raise awareness through training, study meetings, etc. We will also create an environment where each ministry and agency can autonomously and continuously make improvements. In addition, we will promote government-wide efforts by introducing systems with high user satisfaction as good practices and urging improvements for systems with low satisfaction.
Through this initiative, the government will promote continuous improvements based on the opinions of users, and improve the overall convenience of government information systems.

Recent Efforts

Implementation of study meetings for business operators

A study group was held to make it clear that it is necessary and important to improve the convenience of governmental information systems. At this study group, we also introduced Digital Agency's efforts for service design.

Speaker Materials

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