#Japan #Fukuoka #Persol #AI-OCR

PERSOL Supports Fukuoka's Elderly Transportation Ticket Program

PERSOL Business Process Design Co., Ltd., rooted in Tokyo's Minato Ward, is making waves with its collaboration with Fukuoka City's Welfare Bureau, specifically in the elderly transportation ticket issuance service. Through a transformative approach combining Business Process Outsourcing (BPO) and Digital Transformation (DX), the company has notably streamlined the handling of around 160,000 ticket applications per year. By leveraging cutting-edge technologies such as AI-OCR (Artificial Intelligence Optical Character Recognition) and RPA (Robotic Process Automation), PERSOL is not only alleviating staff workloads but also drastically reducing the lead time from application to ticket issuance.

Background

In Fukuoka City, the elderly transportation ticket program serves to encourage senior citizens’ social participation by subsidizing a portion of their transportation costs. Traditionally, this service relied heavily on face-to-face applications at local ward offices, which often led to overcrowding and lengthy wait times, especially during the peak application period from July to December. These challenges resulted in increased physical strain on the elderly applicants and added pressure on city staff.

The advent of the COVID-19 pandemic prompted a shift towards a more flexible system welcoming postal and online applications. However, the process remained complicated, necessitating a thorough reassessment of operational methods and the incorporation of digital solutions to foster a sustainable operation devoid of overwhelming manual interventions.

Overview of the Initiative

This endeavor is extensive, handling up to 10,000 applications per day at its peak. With a focus on improving procedural efficiency related to mail and online applications and the administrative tasks they entail, the initiative utilizes AI-OCR and RPA technology to ease staff burdens and expedite the application-to-issuance timeline. Feedback from citizens has been quite positive, with around 70% of online applicants opting for electronic deliveries over traditional postal options. Currently, more than 20,000 electronic deliveries have been executed, indicating a successful acceptance of this digitalized service. As a result, staff can dedicate less time to routine paperwork, shifting their focus to more strategic tasks, including planning initiatives and providing application support for the elderly.

Utilization of AI-OCR

Traditionally reliant on manual input for reading and processing handwritten applications, the incorporation of AI-OCR has significantly improved the efficiency of related tasks.

Implementation of RPA

RPA technology has automated the uploading of decision notification letters to the smart application system, which expedites the associated processes.

Human Support and Call Center Enhancement

To bolster human support, a strong call center strategy has been enacted. This involves meticulous manual documentation and call volume analysis to maintain a high-quality support system, enhancing overall service levels drastically.

Future Outlook

Looking ahead, PERSOL plans to promote further DX initiatives starting this fiscal year, including the introduction of an AI voice bot to elevate efficiency further. By expanding the automation scope from application reception to assessment and issuance, the aim is to support a stable operational framework for the future.

Comments from Fukuoka City Officials

Katsuhisa Kumagai from the Fukuoka City Welfare Bureau genuinely appreciates PERSOL Business Process Design's collaborative spirit and proactive engagement in addressing the city’s proposals. Although initial concerns regarding the new technology's impact on the elderly arose, the close partnership and careful risk management strategies have proven advantageous. Improved processing speeds have greatly contributed to better service delivery to citizens, instilling confidence in ongoing improvements.

Comments from PERSOL Business Process Design

Gaku Niitome, Head of the Public Services Unit at PERSOL’s BPO Division, reveals that ongoing enhancements in AI-OCR and RPA applications are anticipated. Their continuous commitment to building a sustainable operational framework centered on DX is positioning PERSOL as a valuable model for other municipalities.

About PERSOL Business Process Design

PERSOL Business Process Design Co., Ltd. blends its process design capabilities, organization and human resource management strengths, and training efforts with advanced technologies like AI to offer tailored BPO services. With a mission to innovate work and organizations, they aim to create an environment where employees thrive—supporting the broader goals of achieving a sustainable society and contributing to the realization of the SDGs.