#Japan #BPO Services #Persol Group #Sasebo City #Sasebo

Enhancing Efficiency in Sasebo City with BPO Services

Persol Business Process Design Co., Ltd., a part of the Persol Group based in Minato-ku, Tokyo, has recently introduced its specialized BPO services tailored for local governments in Sasebo City, Nagasaki Prefecture. The initiative aims to streamline administrative processes related to the hometown tax program, allowing city staff to concentrate on essential promotional activities that showcase Sasebo’s unique attractions.

Background and Objectives

Before implementing BPO services, city employees at Sasebo were overwhelmed with manual paperwork related to the hometown tax program. The situation became dire as the city saw an unprecedented surge in donations, leading to a significant increase in administrative tasks and phone inquiries. This spike resulted in delayed document issuance, especially overwhelming during peak times like the New Year holidays, pushing staff into excessive overtime.

Recognizing the urgent need to redirect staff time and energy towards promoting Sasebo's charm and drawing in new supporters, the city decided to explore BPO options, ultimately opting for Persol's tailored services.

Implementation and Results

Persol's role has been comprehensive, handling most administrative tasks related to the hometown tax program including certificate issuance, special exception applications, and call center operations for donor inquiries about gifts and documentation.

Restructuring Administrative Flows

To ensure seamless operations, Persol developed a clear manual and structured a workflow comprising seven key steps and twenty-one detailed tasks. This framework facilitates consistent, accurate task execution, even if team members change.

The seven structured processes include:
1. Registration of application forms
2. Registration of thank you vouchers
3. Payment collection registration
4. Issuance of payment receipts
5. Receipt packaging and dispatch
6. Acceptance of special exception applications
7. Importing donor information from the website

Thank you vouchers: These can be used at accommodations and restaurants within Sasebo City.

Reducing Staff Workload

The implemented workflow enables the handling of additional workload equivalent to three full-time staff while maintaining the same team structure. By taking over the web application processing for donations (across fourteen different websites), the initiative has significantly cut down the administrative burden on city employees.

Adapting to Regulatory Changes

As of the fiscal year 2023, the rules governing hometown tax expenditures were tightened, capping expenses at 50% of the donation amount. This necessitated a shift from fixed-price outsourcing to a variable cost model based on donation amounts. Utilizing their established outsourcing center in Sasebo, Persol assigned experienced staff to peak periods, thereby ensuring quality service while adapting to regulatory changes.

Service Improvement Initiatives

Persol has also implemented enhancements aimed at further improving the services offered, which include:

• - Launching special campaign sites for seasonal gifts
• - Introducing gifts valued under 10,000 yen
• - Redesigning sending envelopes
• - Phasing out thank you vouchers in favor of a points system
• - Considering new gift options such as household essentials

Visibility of Gift Inventory and Shipping Status

Tracking the status of gifts became challenging due to different channels through which donations flow. Persol’s initiative digitized this data, allowing immediate confirmation of availability and response to inquiries, regardless of the donation pathway. As a result, the systems have visualized stock levels for a total of 2,196 gift items, including identifying those currently out of stock.

Feedback from Sasebo City

Kiyoki Hosoi, the head of the Hometown Product Promotion Division of Sasebo City, remarked that Persol engaged thoroughly with their needs and concerns during the BPO selection process, providing tailored solutions that solidified their partnership. They succeeded in establishing a robust workflow and support structure, enhancing the overall stability of the city's operations.

Future Outlook

As a BPO provider skilled in both call center and administrative tasks, Persol Business Process Design has supported numerous municipal operations over the years. With its focus on grassroots support, it aims to enhance taxpayer satisfaction through operational efficiency and quality improvement within the hometown tax program. Through growth in tax revenues, they strive to create a circular economy that also benefits local residents. Persol remains committed to addressing municipal challenges and contributing to regional revitalization.

For more on their BPO services for government institutions, visit Persol BPO.

About Persol Business Process Design

With over two decades of experience in transforming business processes, Persol Business Process Design provides BPO services unique to governmental needs. They excel at simplifying complex administrative processes, ensuring compliance and security for sensitive data. Their mission emphasizes creating innovative work environments and sustainable societies through effective collaboration with organizations.

For more information on Persol Business Process Design, visit Persol.