Case 5: Visit Japan Web
"Visit Japan Web" is a web service provided by Digital Agency for people entering and returning from overseas to complete immigration procedures (immigration examination and customs declaration) at the airport of arrival. The service was launched in December 2021 with the aim of using digital technology to complete immigration procedures ("Contactless travel"). Since then, necessary measures have been continuously taken in cooperation with relevant ministries and agencies to ensure stable operation and a better user experience.
Contents
- [Task 1] Thoroughly improving convenience from the user's perspective
- [Task 2] How to meet the expectations of users around the world
- Interview
- Related Pages
[Task 1] Thoroughly improving convenience from the user's perspective
Visit Japan Web has had two two dimensional codes, one for immigration and one for customs declaration, for some time since the beginning of its operation.
In the first place, the two dimensional code of Visit Japan Web is a substitute for the paper documents required for each procedure, and from the viewpoint of the administration, there was no sense of incongruity in the existence of separate two dimensional codes for each procedure.
However, from the user's point of view, there was no rationality that two two dimensional codes were necessary. Rather, many foreign users questioned why two two dimensional codes were necessary.
Solution Point 1 Unified 2 d code is a milestone
In response to these users' demands, Digital Agency succeeded in unifying the two codes in January 2024 with the understanding and cooperation of the relevant authorities, but this initiative was only one of the milestones.
Of course, by unifying the two dimensional code, the trouble for foreign users was reduced. On the other hand, since it was necessary to read the unified two dimensional code twice, new questions were raised, "Why can't it be done in one time?"
Immigration inspection and customs declaration are conducted based on different laws and ordinances, so it is not possible to complete either one at once. However, from the user's perspective that "it does not mean that information necessary for each procedure should not be read at the same time," it has become clear that there is room for one stop services.
Solution Point 2 Collaboration between Immigration, Customs and Digital Agency
A one stop service cannot be achieved by simply unifying the two dimensional code of Visit Japan Web. What was needed was to change the operation of the existing procedures at the airport of arrival. Also, each airport of arrival has its own circumstances, which must be taken into consideration. Therefore, collaboration between Digital Agency and the parties involved in the field of immigration procedures (immigration authorities, customs authorities, etc.) is indispensable. It became an important point whether the parties concerned could unite and work independently to realize a one stop service.
Since then, the authorities in charge of immigration procedures have been making active efforts to set up and operate "Joint Kiosks", starting with major airports [Figure 1]. By using these Joint Kiosks, passport information and declaration information, which had been provided to immigration authorities and customs authorities respectively, can be provided at the same time, and it is expected that this will lead to the elimination of redundant procedures from the user's point of view.
Solution Point 3: "Unique Collaboration" Now Attracting Global Attention
The collaboration between Digital Agency and the relevant authorities in charge of immigration procedures has been attracting attention around the world. The purpose of "Contactless travel," which is the use of digital technology to complete immigration procedures, has been shared internationally. However, looking around the world, the reality is that there is not always close cooperation among the relevant parties as in Japan.
For this reason, we received requests from countries around the world to share Japan's experiences. We participated in missions to Pacific Island countries (Fiji, Palau, and Vanuatu) led by the United Nations Development Programme (UNDP) [Figure 2]. We also received study tours from immigration authorities in Cambodia, Vietnam, and other countries. In these efforts, we are promoting active and interactive communication rather than simply sharing Japan's experiences one sidedly, so that we can get hints for further evolution from Visit Japan Web and immigration procedures.
[Task 2] How to meet the expectations of users around the world
In the development of digital services in public administration, the story that "it is important to listen to users' voices" has been said on various occasions.
However, since Visit Japan Web has users all over the world, it is not easy to listen to their voices.
Countries also have different cultures, languages and values, and it is difficult to arrive at what is essentially required just by listening to voices.
Therefore, we started an initiative to gather opinions from as many users as possible and identify the essential "expectations" in those opinions.
Solution Point 1: Identify issues in real time
In order to listen to the voices of as many users as possible, we use chatbots as well as the service desk. By analyzing the inquiries received by the service desk and chatbot usage data, we were able to grasp the issues occurring in Visit Japan Web in real time, which led to ensuring stable operation and quickly improving the user experience.
Solution Point 2 Identify expectations based on customer feedback
For example, you may receive a comment that "input items are difficult to understand." However, there are various reasons for the "difficult to understand". In the first place, the information required for immigration inspection and customs declaration is not "easy to understand" at all, as there are many technical terms. If the reason for the "difficult to understand" is there, you can consult with the relevant authorities in charge of immigration procedures, such as "Can you devise a little more expression?" On the other hand, if the reason is due to the quality of language support of Visit Japan Web, Visit Japan Web must solve it.
An effective means of ascertaining the expectations of users is to listen directly to them. We actively provide opportunities to go to the sites and communicate closely with users, travel agencies, airlines, Japanese diplomatic missions, associations of commerce and industry, and chambers of commerce and industry [Figure 3].
Solution Point 3 Get the most out of your limited resources
Visit Japan Web has pages in Japanese, English, Chinese, Korean, and Vietnamese. In particular, the Vietnamese page was newly prepared in the summer of 2024, partly due to the large number of Vietnamese visitors to Japan and many people asking for its necessity.
On the other hand, for example, the customs declaration forms for customs declaration are available in French, Spanish, Portuguese, and many other languages. Therefore, some people say, "Visit Japan Web should also be available in the same language as paper."
The ideal is to have a page for all languages, and that may be a "must do", but realistically resources are limited.
Visit Japan Web may be entering a phase where new challenges are required, such as realizing the highest priority of stable operation and meeting more expectations while making the most of its limited resources.
