Case 4: Benefit Support Services
The "Benefits Support Service" is a web service that supports the administration of benefits. In February 2024, Digital Agency started providing the service to local government employees and residents nationwide, with the aim of completing the process from application to benefits (transfer) digitally and realizing prompt and efficient benefits. We are continuously making improvements based on the results of the verification test in fiscal 2023 and the opinions of local government employees and citizens. The "Support for Low-Income Earners and Supplemental Benefits for Fixed-Amount Tax Cuts" service has been used by nearly 100 local governments, including those that used the service for benefits provided from fiscal 2023 to fiscal 2024.
Contents
- [Problem 1] Consideration was necessary in providing common services to local governments throughout the country
- Solution Point 1: Understanding the actual situation of benefit provision operations in each local government
- Point 2 of solution: To identify requests and points for improvement, a small number of local governments were examined.
- Three points to be resolved Terminology used in the provision of benefits, which differs from municipality to municipality, shall be unified into easy-to-understand terms.
- Solution Point 4: Steady Appeals to Local Governments Nationwide
- [Problem 2] The application procedure for residents could not be simplified due to institutional constraints
- Resolution Point 1: Provide advance notice of any duplication of effort that may occur during the process
- Solution point 2: Carefully visualize the flow when going through multiple services
- Solution Point 3: Providing local governments with easy-to-understand videos and manuals explaining the procedures for use
- Interview
- Related Pages
[Problem 1] Consideration was necessary in providing common services to local governments throughout the country
With the start of the Special Cash Handout Scheme due to the coronavirus pandemic and the rapid increase in benefits work in local governments across the country, the digitalisation of benefits work became an urgent need.
Therefore, Digital Agency has decided to develop a service that can be used commonly by 1,741 basic local governments across the country.
However, since each local government had different procedures and tools for providing benefits, various considerations were taken into account when providing common services.
Solution Point 1: Understanding the actual situation of benefit provision operations in each local government
In the development of benefit support services, it was necessary to create something that was easy to use not only for residents but also for each local government.
In order to gain an understanding of the actual situation of the services provided, we conducted interviews with employees seconded from local governments in Digital Agency. First, we grasped how to proceed with the services within the local government by referring to the knowledge and experience of the employees nearby, and conducted interviews with local governments that intended to use the services.
As a result, it became clear that there were various differences among local governments, such as the process from proposal to settlement, the authority of local government officials to access the system and the conditions for granting it, and the management method of benefit recipients. Based on this understanding, we worked on the development of a benefit flow that was easy to use not only for residents but also for each local government.
Point 2 of solution: To identify requests and points for improvement, a small number of local governments were examined.
In the early stages of development, we started providing services from a small number of local governments in order to identify requests and points for improvement. We conducted verification tests with two local governments, one in Mizumaki-machi, Fukuoka, and the other in Tosu City, Saga. We provided residents with a mechanism to easily complete procedures online and created a guide to inform them of the contents of the service to encourage them to use it. In addition, we identified points for improvement while listening to practical consultations and requests from local governments.
One of the results of this effort was the centralization of the management of paper and digital application information. Prior to the implementation of the verification of the Benefits Support Service, Digital Agency believed that "it would be good to have a service that could manage only the information applied for digitally." However, since most of the applications from residents were continuously made on paper, it was found that the situation of double management of paper and digital application information occurred, which was a burden on the staff. Therefore, the paper application information was also centralized so that it could be managed on the Benefits Support Service, and by supporting the presence of duplicate information and bank accounts, the burden on the staff was reduced.
Three points to be resolved Terminology used in the provision of benefits, which differs from municipality to municipality, shall be unified into easy-to-understand terms.
During the hearings and verification test, it was discovered that the definitions of terms such as "Payment Section" and "Accounting Section" and the definitions of the status of application progress such as "Under Examination" and "Examination Required" differ from municipality to municipality, and this became a major challenge in creating a service that can be used by all municipalities in Japan.
A plan to write all the terms used by each local government on the screen was considered, but it was complicated and could cause mistakes. Therefore, different names and terms were verified for each local government, and the notation on the screen was made common so that it would be easy for any local government to understand [Figure 1].
Solution Point 4: Steady Appeals to Local Governments Nationwide
In order to promote its use by local governments, we held explanatory meetings [Figure 2] and invited local governments that felt the benefits of the benefit support service and showed their willingness to participate. In addition, it was an important initiative to respond to all of the hundreds of questions from local governments at the explanatory meetings and to deepen cooperation with local governments. We repeated steady communication with local government employees who would be users of this service and promoted their understanding of the benefit support service.
[Problem 2] The application procedure for residents could not be simplified due to institutional constraints
In the application process using the Benefits Support Service, there were situations where it was not possible to reduce the necessary information input and processes, such as the need to hold the My Number Card several times due to legal restrictions.
Therefore, improvements were made to reduce the input burden on residents and to realize smooth procedures.
In addition, in some cases, it goes through multiple services, and in doing so, we took measures to prevent residents from being confused by the differences in names, terms, and usage.
Resolution Point 1: Provide advance notice of any duplication of effort that may occur during the process
It is important not only to create a service, but also to design how the service will be communicated to users.
For example, depending on the content of the application, the legal system may require you to enter basic information, confirm your identity, and read the My Number Card multiple times. Even if the procedures are inevitably complicated, we have prepared advance guidance screens so that residents can use them with satisfaction [Figure 3]. In the flow of the procedures, icons are displayed to indicate when it is necessary to hold the My Number Card, and we are trying to provide easy-to-understand guidance on the procedures.
Solution point 2: Carefully visualize the flow when going through multiple services
Depending on the content of the application for benefits, it may go through multiple apps and web services, such as Mynaportal, public money receiving account registration, and Mynaportal APIs. In doing so, we worked on the design and coordination beyond the framework of apps and web services so that there would be no gap or confusion in the residents' experience of use.
As a specific example, during the trial production, the flow of use when linking with multiple applications and web services was also visualized in a screen transition diagram, etc. By cooperating across operations and organizations, we clarified issues by sorting out which points are stumbling points for residents and what actions should be taken when returning to the screen of benefit support services after processing with other applications and web services.
We also conducted joint tests with developers of other applications and web services that are linked to benefit support services. We asked the developers to provide a test environment and worked as one to verify them.
Solution Point 3: Providing local governments with easy-to-understand videos and manuals explaining the procedures for use
In the Benefits Support Service, a video explaining the procedures for using the Benefits Support Service is provided on a trial basis [Figure 4]. Many local governments said that the video was easier to understand, and that when they received inquiries from residents, they were able to speak with a common understanding while looking at the image on the screen. It became clear that local governments actually used the video when explaining to residents, and that the reaction of residents varied greatly depending on the presence or absence of the video, and the usefulness of the video became clear.
In addition, by preparing an easy-to-understand manual explaining the procedures for use for residents, we were able to make local government officials realize the importance of how to show and communicate [Figure 5].
