#Japan #BPO Services #Sapporo #Sapporo City #Persol

Introduction

Persol Business Process Design, a part of the Persol Group based in Minato, Tokyo, is dedicated to enhancing workplace efficiency encapsulated in their vision "Work and Smile." Recently, they successfully implemented BPO (Business Process Outsourcing) services for the Children's Future Bureau in Sapporo City, helmed by Mayor Katsuhira Akimoto. The initiative primarily aimed at streamlining various applications and processes related to the free childhood education and care policy, resulting in a significant reduction in employee workload.

Background and Challenges

The Children's Future Bureau of Sapporo anticipated a surge in administrative tasks due to the national policy revised to offer free education and childcare. This change would increase the application and reimbursement processes. Additionally, different operational methods existed across the city’s ten administrative districts, leading to challenges of inefficiency and staff dependency. There was an increasing demand to allow staff to concentrate on core activities that improve existing systems and evaluate new initiatives.

Implementation of Services and Results

In response to these challenges, Persol Business Process Design seamlessly introduced their BPO services. After careful deliberation on cost-effectiveness and optimal staffing needs, the bureau decided to operate a "Business Center Model" located away from the City Hall. Based on this operational framework, our team standardized work processes and flexibly adjusted staff according to workload fluctuations, thereby addressing the issues identified.

Standardization of Processes and Operational Readiness

Sapporo City comprises ten wards, each with slightly varied operational methods, which compelled the creation of unified manuals and a question-and-answer compilation for standardizing the work processes. This standardization facilitated more efficient execution of tasks by staff members. At the operational hub, the Business Center, full-time staff can promptly aggregate and analyze information, creating a comprehensive support system for various municipalities, adapting to the increased workload resulting from the new policy.

Flexible Staffing and Operational Efficiency

Due to the nature of work related to the free education and childcare policy, which often sees spikes in tasks—such as family situation surveys and annual admissions assessments—flexibility in staffing was essential. By implementing effective personnel adjustments, operations displayed heightened adaptability to changing workload patterns throughout the year. Moreover, we conducted training sessions enabling staff to acquire a diverse range of operational knowledge, allowing every member to address multiple tasks efficiently, ultimately utilizing minimal staff effectively.

Utilizing Digital Tools for Efficiency

Leveraging digital platforms such as Microsoft Excel's VBA and kintone, we centralized information management, providing staff instant access to necessary data. A dedicated systems engineer is stationed on-site, ensuring swift adaptation to any system or policy changes, fostering an environment conducive to ongoing operational efficiency. These measures have significantly alleviated staff burdens while reducing the wait time for parents utilizing the program.

Conclusion

Thanks to these dedicated efforts, employee work hours have been reduced by an impressive 20%. The centralized management approach facilitated by digital tools has been instrumental in this efficiency. These strategies not only create an environment where staff can focus on core business operations but also enhance Sapporo’s child-rearing support system.

Employee Testimonial

Mitsuyoshi Suzuki, Head of the Child Care Planning Division at Sapporo's Children's Future Bureau, commented, "The complexities within our jurisdiction necessitated a precise understanding of the systems at play. Persol Business Process Design provided not only a well-structured team but also actionable insights that stemmed from a deep awareness of our policies. Their extensive background in providing support to various regions and the operational know-how acquired were key elements in our partnership."

He added, "The primary triumph from implementing BPO is the identification of challenges that staff alone would potentially overlook, allowing for collaborative problem-solving among all stakeholders. This cooperation has fostered a conducive environment for enhancing municipal contributions and delivering superior childcare services, undoubtedly amplifying the motivation among staff and positively impacting Sapporo's childcare initiatives."

For detailed case studies regarding this initiative, visit: Persol BPO Services Case Study

About Persol Business Process Design

With over 20 years of expertise in reshaping business processes, Persol Business Process Design offers BPO services tailored for intricate administrative tasks. They have accumulated rich experience and knowledge in organizational process improvements, supporting municipalities in effectively transitioning to new systems while enhancing operational efficiency. By rigorously adhering to information protection standards, they ensure that staff can concentrate on essential functions while maintaining a conducive work environment. Visit their official site for more information: Persol Business Process Design