#Japan #Tokyo #Local Government #Sankunet #Online Support

Sankunet's Innovative Approach to Local Government Challenges

Sankunet, a Business Process Outsourcing (BPO) company based in Koto, Tokyo, is set to revolutionize the way Japanese local governments operate by launching a new service called "Online Consultation Window + Business Support Package". Starting from October 1, 2025, this solution aims to address the pressing issues of "manpower, budget, and time" that many municipalities face, aligning with the national strategy promoted by the Digital Agency. This seamless integration of AI technology, human operator support, and back-office assistance pledges to significantly reduce the workload of municipal staff while enhancing the quality of public services for residents.

Background of the Service: The Accelerating Demand for Digital Transformation (DX)

Since the establishment of the Digital Agency, the government has advocated for a "digital transformation that leaves no one behind, making it user-friendly for all." However, there is a significant gap between ideal and reality in local government operations. Many municipalities, particularly smaller ones, struggle with complex challenges that hinder their DX initiatives:

1. Absolute Shortage of IT Human Resources: Securing skilled IT personnel is extremely challenging due to fierce competition with the private sector, leading many municipalities to rely on existing staff for technical roles.
2. Chronic Budget Shortages: Numerous projects requiring funding, including infrastructure updates and welfare services, further complicate DX efforts.
3. Diminished Capacity Due to An Analog Culture: Staff members are often unable to find the time or mental bandwidth to engage in DX initiatives, with studies indicating that approximately half of their time is consumed by administrative tasks.

This trio of "manpower, budget, and time" has created a vicious cycle where the very issues that DX should address become the barriers to its implementation. Meanwhile, resident needs are diversifying; calls for online governmental services are on the rise, but many citizens feel anxious about using digital tools. A hybrid approach that combines high-quality digital solutions with supportive human interaction is essential for bridging this digital divide.

Overview of the New Service: Online Consultation Window + Business Support Package

This service is not merely an operational efficiency tool. It combines technology with human warmth to establish a unique branding for local governments and foster stronger communication with residents. It aims to elevate administrative services from mere procedures to engaging dialogues by integrating three crucial elements seamlessly:

1. An Accessible Digital Window for Residents

Operating 24/7, our AI technology serves as the welcoming first point of contact for residents. Featuring an AI chatbot for routine inquiries, the service also includes a distinctive digital human avatar that resonates with local culture, making it user-friendly, especially for elderly residents. This innovative approach lowers psychological barriers to seeking help. Additionally, multilingual capabilities made possible by AI translation ensure accessibility for the increasing number of foreign residents, embodying the Digital Agency's commitment to inclusivity.

2. Human Support by Specialized Operators

While AI offers efficiency, it cannot respond adequately to the complex needs of individual residents. For inquiries beyond the scope of AI, a simple click connects users to specialized operators via online consultations. Residents can confidently seek guidance from the comfort of home, with provisions for interconnected support among family members. Our multilingual operators are equipped to assist individuals who may have concerns communicating in Japanese, providing direct support without the need for an intermediate translator—acting not just as facilitators but as compassionate "concierges" offering warmth and hospitality.

3. Intelligent Business Support to Unlock Staff Creativity

The quality of services received by residents is heavily dependent on the well-being and motivation of staff. Our service comprehensively supports back-office operations, preventing knowledge from becoming siloed through the establishment of FAQs and knowledge bases. By facilitating document creation via generated AI, staff members can break free from routine tasks, allowing them to focus on strategy and local challenges. This newfound time and mental space enable a sustainable workplace that fosters employees' wellness and creativity.

The synergy of these three elements fosters high-quality resident experiences, engendering trust and affinity toward local governments. This positive feedback loop is vital for bolstering municipal brand strength and constructing attractive communities.

Three Key Benefits of Implementing This Service

• - For Staff: Reduces burdens drastically, allowing concentration on core duties. With outsourcing of non-core tasks like administrative processing, staff can redirect efforts toward policy-making and problem analysis, enhancing service quality without replacing their jobs—exemplifying capability enhancement.
• - For Residents: Improves service quality and accessibility. Residents can access services from home without the constraints of office hours, benefiting those with mobility issues or busy schedules. Consistent, high-quality service from specialized operators ensures equitable, reliable support for all.
• - For Municipalities: Builds a resilient administrative infrastructure capable of responding to both everyday and emergency situations. This adaptability allows for flexible staffing during seasonal workload fluctuations and establishes vital infrastructure during crises, ensuring operational continuity even in severe circumstances.

Commitment to Security

We prioritize the security of residents' personal information, adhering to strict standards, including ISMS (ISO/IEC 27001) and the Privacy Mark certifications. Our services are built on a robust security platform, featuring encrypted communication and data handling, strict access management, and comprehensive physical security measures against external and internal threats.

Comments from President Yoshio Katamachi

"Since our founding in 1997, we have aimed to contribute to solving social challenges through our BPO and ITO capabilities. This new service goes beyond mere operational efficiency; it is designed with empathy for the structural challenges local administrations face, to alleviate the burden on dedicated staff and to deliver high-quality services to residents. I am confident that our extensive expertise will contribute to building sustainable and resilient communities."

Future Outlook

Sankunet will continuously enhance the features of this service to meet the evolving needs of municipalities and residents, aligning with the Digital Agency's directives. Future plans include integrating personal identification verification via public My Number cards, and developing specialized packages for disaster preparedness, healthcare, and education, supporting all aspects of local governance in its digital transformation journey.

About Sankunet

Founded in 1997, Sankunet specializes in IT and BPO services with a focus on outsourcing initiatives. With services extending across nationwide contact centers, IT support, and logistics available 24/7, we utilize our comprehensive experience and the collective strength of our group to deliver tailored service solutions to governmental agencies and municipalities.