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Guidebook for Introducing the User Perspective in Administrative Services

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Getting Started

Digital Agency is promoting the digitalization of society as a whole with the aim of creating a society in which diverse happiness can be realized, with no one left behind. In the past, the introduction of IT in administrative services often focused on the perspective of the government, the "provider," and the services were not necessarily highly convenient for residents and businesses, the "users." As a result, users complained that administrative services were difficult to use and understand compared to private services, and there were services that did not fully realize the effects and results expected by the government, such as a decline in the number of users and user satisfaction.

In order to solve these problems, Digital Agency has been working since its establishment to create administrative services from the "user's perspective" through the review of legal systems, business reform, and system development based not only on the "provider's perspective" but also on the "user's perspective." The "user's perspective" in administrative services is a concept and approach that gives top priority to the experience at the time of use and before and after that, such as convenience and ease of use for the service users (residents, business operators, the government officials, and others who use the service) at all stages of planning, designing, developing, providing, and operating the service, and advances improvements and reforms starting from the actual voices and actions of the users. In order to achieve the desired effects and results through convenient and user-friendly services, it is necessary to review the conventional concepts, mechanisms, and processes of legal systems, business, and systems. In order to realize efficient and effective administrative services, it is essential to make this "user's perspective" a common recognition for administrative organizations and various parties involved in administration.

This Guidebook is intended to be read by those involved in the planning, design, provision, and operation of administrative services at administrative agencies. It will introduce the reasons why the "user perspective" is necessary, examples and results, specific methods and tools, and the Digital Society Promotion Standard Guidelines. In addition to supporting the creation of administrative services that will be a better experience for users and enable providers to achieve their goals, the Guidebook will promote the introduction of the "user perspective" from the policy planning stage and aim to improve and reform administrative services from a comprehensive perspective of institutions, operations, and systems.

Contents of each chapter

I will introduce various practical wisdom in creating administrative services from the "user's perspective".

  • Chapter 1, "Reasons for the Need for a' User Perspective' in Administrative Services", explains the importance of creating administrative services from a' user perspective' and the social and organizational issues behind it.
  • Chapter 2, "Examples of Administrative Services from the User Perspective," introduces specific examples of the creation of administrative services based on the user perspective and their results, along with the issues that administrative services have faced. With the voices of the government officials in charge of the project and the leader, we explain how we worked to create administrative services from the user perspective under various restrictions in the administration.
  • Chapter 3, "In order to put into practice the creation of administrative services from the user's perspective," introduces guidelines and guidebooks that should be referred to when creating administrative services from the user's perspective. It also introduces things that can be started without outsourcing to business operators, so we hope that it will be useful for your daily work.

Table of Contents

Chapter 1: Why "User Perspective" is Necessary for Administrative Services

Examples of Administrative Services in Chapter 2, "User Perspective"

Chapter 3: Putting User-Oriented Administrative Services into Practice