User's Perspective Introduction Guidebook for Administrative Services

Getting Started

Digital Agency promotes digitalisation in society as a whole, aiming to create a society in which no one is left behind and in which diverse happiness can be realized. In the past, IT adoption in administrative services focused on the perspective of the government as a "provider" and did not necessarily result in highly convenient services for residents and business operators as "users." As a result, users complained that "administrative services are difficult to use and understand compared to private services," and some services did not achieve the effects and results expected by the government, such as the low number of users and low user satisfaction.

In order to solve such issues, since its establishment, Digital Agency has been working to create administrative services from the "user's perspective" through reviewing the legal system, 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 way of thinking and approach that gives top priority to the experience before and after use, such as convenience and ease of use for service users (residents, business operators, government officials, and other people who use the service) at all stages of service planning, designing, developing, providing, and operating, and promotes improvements and reforms starting from the actual voices and actions of users. In order to achieve the desired effects and outcomes through highly convenient and user-friendly services, it is necessary to reexamine the conventional ways of thinking, mechanisms, and processes in the legal system, business, and system. In order to realize efficient and effective administrative services, it is essential to make this "user's perspective" a common awareness of administrative organizations and various parties involved in administration.

The purpose of this guidebook (*) is to introduce the reasons why the "user's perspective" is necessary, examples and results, specific methods and tools, and each document of the Digital Society Promotion Standard Guideline Group, assuming that readers are those who plan, design, provide, and operate administrative services in administrative organizations. We will support the creation of administrative services that will be a better experience for users and realize the objectives of providers, promote the introduction of the "user's perspective" from the policy planning stage, and aim to improve and reform administrative services from a comprehensive perspective of systems, operations, and systems.

*The PDF version of the guidebook will be published later along with Chapter 3.

Contents of each chapter

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

Chapter 1, "Reasons for the Need for a' User's Perspective' in Administrative Services," explains the importance of creating administrative services from a' user's perspective' and the issues facing society and organizations in the background.
Chapter 2, "Examples of Administrative Services from the User's Perspective," introduces specific examples and results of administrative service creation based on the "user's perspective," together with the challenges faced by administrative services, and explains how administrative services were created from the "user's perspective" in the face of various administrative constraints, including the opinions of the government officials and leaders in charge of the project.
In Chapter 3, "Implementing the Creation of Administrative Services from the User's Perspective," we introduce guidelines and guidebooks that should be referred to in the creation of administrative services from the user's perspective. We also introduce things that can be started without outsourcing to business operators, so I hope you will use them in your daily work.

Chapter 1 Reasons for the Need for "User Perspective" in Administrative Services

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

Chapter 3: "In Order to Practice the Creation of Administrative Services from the User's Perspective" (to be disclosed at a later date)

Guidelines and guidebooks for putting user perspectives into practice
Tips for putting the user perspective into practice
[Message] Director-General talks about the perspective of users promoted in Digital Agency
[Interview] User's point of view is a force to create new value (ASANUMA Takashi, Vice-Minister for Digital Transformation, Chief Officer of Digital Agency, Digital Agency and NINOMIYA Seiji, Vice-Minister for Digital Policy)