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' One-stop, no writing service' in Municipal DX services counter

Through co-creation with local governments, we aim to realize a "one stop counter that does not write, does not wait, does not go around," and to realize a "human-friendly digitalisation where no one is left behind" at the local government counter.

Announcements

Contents

Overview

In Digital Agency, in addition to promoting online administrative procedures through the use of Mynaportal and local governments' own online application systems, the Municipal DX services counter "One-stop, no writing service" is working in close cooperation with local governments to reduce the burden on residents in procedures at the counter and reduce the workload on local government employees.

The Municipal DX services counter "One-stop, no writing service" is an initiative in which even when people who are unfamiliar with digital technology come to the counter of a local government, they can enjoy the advantages of improved services for residents and My Number Card while reducing the burden on staff by utilizing digital technology.

Background

As the digitalisation of services increases dramatically with the advancement of digital technology, there is a need for full-scale promotion of the digitalisation of local government services for residents so that citizens can benefit from the digital society.
In addition, it is estimated that the working-age population will decline to less than 60 million by 2040. * As the labor shortage due to the declining population worsens, there is a limit to maintaining high-quality contact center service by local governments in the same way as before. Therefore, in order to continue high-quality business while the number of employees is decreasing, it is necessary to promote DX and further improve business efficiency.
* Refer to 2022 White Paper on Information and Communications / Trends in the Aging of the Population and Future Projections (Ministry of Internal Affairs and Communications)

One-stop, no writing service's Vision and Expected Effects

Issues to be resolved

In many local government offices where operational reforms have not made progress, residents who enjoy administrative services and local government employees who provide administrative services each have challenges.
The problems faced by residents who go through procedures include "being forced to write the same items over and over," "waiting at the counter each time," and "being transferred to multiple counters."
Among the problems faced by local government employees are "the need to explain how to fill out each application form," "the wide variety of tasks involved in checking the contents of the forms," and "the increasing complexity of work, which makes work more personal."

Vision and expected effects as a solution

Based on the three digital principles of "Digital First," "Once Only," and "One Stop," One-stop, no writing service aims to resolve issues for both residents who enjoy administrative services and local government employees who provide administrative services.
Based on the concept of the Three Digital Principles, local governments will reform their own back-office work as well as over-the-counter work, and make the best use of the digital power of retained information and My Number Card, etc. to realize "no writing," "no waiting," and "no rotation." By realizing these, we aim to achieve both "reduce the burden on residents in over-the-counter procedures" and "reduce the workload on local government employees," and lead to the improvement of contact center service.
In order for local governments to realize the above-mentioned vision, Digital Agency is conducting a support for local governments working on "One-stop, no writing service".

Application Examples

On January 16, 2024, Kinokawa City, Wakayama prefecture, began using Municipal DXSaaS services counter to support the realization of Municipal DX services counter from the system side.
Kinokawa City is the first example in Japan of Municipal DXSaaS services counter being used as a service window for a local government, and by the end of March 2024, 17 local governments across Japan had begun using it.

Utilizing local government

  • January 2024
    Kinokawa City, Wakayama (January 16), Chigasaki City, Kanagawa (January 30)
  • February 2024
    Miyakonojo City, Miyazaki (February 27), Izumi City, Kagoshima (February 28)
  • March 2024
    Iwata City, Shizuoka (March 1), Kagoshima, Kagoshima (March 1), Kakuda City, Miyagi (March 5), Higashi-Hiroshima, Hiroshima (March 8), Kato City, Hyogo (March 14), Yamaguchi, Yamaguchi (March 15), Nishiwakishi, Hyogo (March 19), Sumoto City, Hyogo (March 19), Sarabetsu-mura, Hokkaido (March 22), Daisen Town, Tottori (March 25), Yoshitomi-machi, Fukuoka (March 25), Minamisoma, Fukushima (March 27), Kanan-cho, Osaka (March 29)

for

In order to realize "One-stop, no writing service," it is not enough to introduce a system alone, and "Window BPR *," a business reform that includes the backyard, is important.
If we proceed with the introduction of the system without implementing BPR at the counter, there is a risk that the procedures will become more complicated and the back-office staff's work will increase. It is necessary to clarify the "ideal form (goal) of the counter we aim for" and proceed so that both the counter and back-office work become more efficient.

*BPR
Business process reengineering is an abbreviation for "Business Process Re-engineering" and refers to the restructuring of business flows and organizational structures from the perspective of processes, and business reforms.

Digital Agency will carry out a support project to promote Municipal DX services counter (One-stop, no writing service) of the local government.

  • BPR Advisor Dispatch and Training Program
    • BPR Advisor Dispatch Project: Local government officials who are highly knowledgeable and experienced in Window DX will be commissioned as advisers and dispatched to local governments of their choice to share know-how with the aim of "creating opportunities" for local governments to self-promote Window BPR.
    • BPR Advisor Development Project: We aim to create an environment where local governments can help and co-create each other by training people who are newly aiming to become BPR Advisor as "trainees" and increasing the number of advisers.
  • Municipal DXSaaS services counter
    This is a system in which multiple business operators selected by Digital Agency build "package contributing to counter DX" functions (SaaS) on the government cloud developed by Digital Agency, and local governments can select and use the functions.
  • Digital Revolution Digital Transformation Co-Creation Platform
    It provides opportunities for local government officials to exchange opinions, share the knowledge of leading local governments, and share the awareness of local governments using BPR Advisor dispatch projects.