#Japan #Kobe #Kobe City #DX Platform #transcosmos

transcosmos Enhances Citizen Services in Kobe with DX Platform

In a significant move towards digital transformation, transcosmos has announced the deployment of its proprietary DX platform, called trans-DX, to the Kobe City Support Center. This initiative is aimed at improving the quality of services provided to the citizens of Kobe while also reducing the operational load on the support staff.

Kobe City has faced challenges in managing the overwhelming number of incoming calls, which peaked at over two million annually. To address this, the city established a Comprehensive Call Center in 2011, but despite efforts to enhance the system—including outsourcing and website modernization—phone inquiries remained the primary mode of contact. This situation not only drained resources but also alienated citizens who expressed a desire for more varied communication channels.

Recognizing these issues, transcosmos introduced their trans-DX platform to streamline operations at the contact center. By integrating web, chat, and phone channels, the platform facilitates a more accessible environment that allows citizens to find information and resolve issues independently, thereby significantly reducing call handling volumes.

The Impact of Implementation

The implementation of trans-DX has resulted in four key changes aimed at elevating the overall experience for citizens:

1. Enhanced Web Usability: By analyzing citizen feedback, the city has revamped its website, improving FAQs and adding new content. This has made information more accessible, thereby minimizing the need for phone inquiries.

2. Revamped Communication: A partnership has been established between transcosmos and Kobe City staff to improve public notice content and effectively disseminate updates about events and system reforms on the website. The aim is to reduce potential inquiries stemming from a lack of information.

3. Expansion of Non-Voice Channels: The introduction of advanced chatbot features has created additional communication avenues beyond the phone, including options for callback requests during peak hours. Chatbots can now seamlessly transfer complex inquiries to human agents, providing citizens with efficient resolutions.

4. AI-Powered Assistance: Integrating AI technology enhances the capabilities of human agents by assisting with tasks such as voice recognition, summarization of conversations, and management of escalations. This technological support enables quicker resolutions and ongoing improvements based on citizen feedback.

Commitment to Citizen Well-Being

With the launch of the trans-DX platform, transcosmos has committed to fostering an environment that prioritizes self-service capabilities for citizens. This aligns with their broader aim of maximizing the overall well-being of Kobe City and adapting to the evolving needs of its community. The changes brought about by trans-DX not only support operational efficiency but also significantly enhance the quality of services provided to citizens.

For over half a century, transcosmos has been a trusted partner in driving digital transformation for businesses. With a comprehensive network of 182 bases across 36 countries and a focus on Asia, the company is dedicated to leveraging cutting-edge technology to support its clients' success. As Kobe City embarks on this transformational journey, transcosmos continues to position itself as a leader in enhancing customer experience through innovative digital solutions.

As transcosmos evolves, they remain committed to developing further avenues for self-service options in the Kobe City Support Center, ensuring enhanced usability and improved service for the citizens of Kobe. Through this collaboration, they strive to reshape how city services are delivered, making them more efficient and accessible for all.