#Japan #Setagaya #Persol #Knowledge Generation

Utilizing Call Recording Data for Enhanced Public Service

In recent years, the increasing complexity of inquiries from citizens has put a strain on public service resources. Persol Business Process Design, a member of the Persol Group based in Tokyo, has undertaken a groundbreaking experiment in Setagaya Ward, aimed at addressing this challenge.

Background

As the diversity of citizen services expands, the nature of inquiries directed at local governments has evolved. Setagaya Ward recognized the need for improved management of citizen inquiries, particularly as many residents often find it difficult to ascertain the right department for their questions. Consequently, calls often converge at a central line, increasing the burden on personnel tasked with handling these requests.

In this context, the burden on workers who have to juggle phone responses alongside their regular duties became evident. The reliance on individual experiences and implicit knowledge, rather than a structured database of information, further complicated the efficient resolution of inquiries. In an effort to build a more effective communication infrastructure, Persol Business Process Design collaborated with Setagaya's DX Promotion Office to explore ways to streamline phone inquiries and reduce the workload on staff.

Experiment Overview and Results

Conducted from January to February 2026, the experiment involved collecting data from approximately 1,800 recorded calls at the central office. These recordings were then transcribed and systematically organized into a knowledge database. From this data, about 270 valuable insights were identified, enabling staff to efficiently categorize and direct inquiries to the appropriate departments without unnecessary delays. This method not only provides quick responses to citizens but also lays the groundwork for future integration of AI-driven automated responses.

The analysis revealed identifiable trends in citizen inquiries, particularly around seasonal matters such as My Number Card issues and tax filing dates. The findings indicated that many queries could potentially be resolved independently by citizens via AI solutions, pointing towards an opportunity for automation and alleviating staff workload.

Strengths of Persol Business Process Design in Knowledge Generation

Persol Business Process Design stands out in its ability to correlate inquiry patterns with corresponding knowledge effectively. Not all inquiries align perfectly with pre-existing knowledge; thus, our respondents are trained to interpret questions from various angles, ensuring accurate connections between citizen needs and available data. Our competency in constructing an effective knowledge database underpins our efforts.

Future Prospects

In light of the experiment's outcomes, Persol Business Process Design intends to develop a standardized model to increase efficiency in call handling. This approach will segment inquiries between those best suited for human response and those manageable through automated systems like FAQ databases and chatbots. The aim is to foster a long-term digital transformation strategy for the government that both enhances public service and utilizes the insights gained from this experiment to refine service delivery across municipalities nationwide.

About Persol Business Process Design

Persol Business Process Design provides tailored BPO services by merging process design expertise with advanced organizational and personnel management capabilities. Our mission is to innovate work environments, enhancing both organizational outcomes and employee satisfaction. We align with the larger Persol Group vision of