#Japan #Shift #Sagamihara #AICO

SHIFT's Latest Initiative in Sagamihara

In a significant move to enhance citizen services, SHIFT, a leading software solutions provider based in Minato, Tokyo, has been awarded the responsibility of operating a call center in Sagamihara, Kanagawa Prefecture. The project is set to commence on April 1, 2026, with the ambition of developing a next-generation call center leveraging Artificial Intelligence (AI) technology.

Improving Citizen Services through AI

The primary goal of the new call center is to improve both the quality of service offered to citizens and the productivity of government employees. By automating and standardizing responses to inquiries through AI, the project aims to reduce waiting times for citizens and maintain high-quality, consistent responses. This will not only enhance convenience for citizens but also alleviate the burden on staff, allowing them to focus on specialized tasks, thereby boosting overall productivity within the call center operations.

The challenges posed by a declining working-age population and increasingly diverse citizen needs have made it essential for local governments to rethink how they manage inquiries. The project is positioned as a pioneering solution that supports sustainable administrative operations in response to these common issues.

Background of the Project

The Sagamihara call center has long facilitated inquiries from citizens through various channels such as phone, email, and fax. However, trends show an increase in both the volume and complexity of inquiries, with approximately 100,000 calls received annually. As citizens age and their needs become more varied, the nature of inquiries has grown more complicated. Given these factors, a fresh operational model that improves service quality while enhancing efficiency has become crucial for maintaining steady citizen services in the future.

Recognizing these trends, the city of Sagamihara has decided to develop a next-gen administrative system centered around AI and data utilization, aiming to improve service quality and foster sustainable governance.

Project Overview

The project involves creating and operating an AI-powered call center system that will handle inquiries across various platforms including phone, email, and fax. The project is set to span approximately five years, beginning in April 2026 and concluding in September 2031. Following a preparatory phase, the new call center is expected to fully operationalize by October 2026.

This advanced call center will serve as the core for handling inquiries related to administrative services, providing direction, receiving concerns or requests, processing applications, and broadcasting information through social media. Additionally, it will facilitate communication between relevant departments to ensure smooth operations across the municipal government.

The project will utilize the AICO platform developed by SHIFT's affiliate, SHIFT PLUS, which specializes in customer service solutions. This platform is designed to handle inquiries autonomously, ensuring that the operations meet the high security standards essential for governmental functions.

Anticipated Outcomes of the Call Center

The new call center aims to create an environment where citizens no longer face confusion, long wait times, or avoidable transfers when seeking assistance. By automating responses through AI, the city aims to maintain a high standard of customer service across multiple inquiry channels, thus providing citizens with a reliable means to resolve their issues.

This system will also be crucial during emergencies, ensuring timely delivery of important information to the public.

Focus on Employee Productivity and Continuous Improvement

By automating routine inquiries and analyzing request data, the call center will significantly reduce the workload on staff, enabling them to concentrate on critical tasks that require human oversight. Moreover, insights gained from accumulated data will be instrumental in refining administrative practices and enhancing service delivery.

The project aims for the call center to realize a sustainable operational framework that incorporates both AI and human input, ensuring ongoing improvements in service quality. As part of this, SHIFT plans to continuously refine the AICO platform, integrating advanced technologies to further enhance efficiency and the quality of responses.

Conclusion

Through its innovative approach, this call center project in Sagamihara not only sets a new standard for citizen engagement but also embodies the shift towards sustainable and efficient administrative practices. The vision of leveraging AI in municipal operations paves the way for a future where enhanced citizen services are both viable and attainable.