#Japan #Nakatsugawa #Turn NAVI #Display Lamp

Transforming Public Services in Nakatsugawa

In an effort to enhance public services, Nakatsugawa City Hall in Gifu Prefecture has introduced the innovative number guidance system, Turn NAVI, developed by Display Lamp Co. This initiative is part of the city's broader Front Yard Reform project, aimed at creating a service environment where residents experience less waiting, confusion, and hassle.

Background of Turn NAVI Implementation

Before the implementation of Turn NAVI, Nakatsugawa City's citizen services counter was handling over 100,000 inquiries annually. However, they faced significant challenges regarding both the convenience for citizens and the efficiency of staff operations. Visitors were required to queue regardless of their service needs, leading to lengthy wait times while staff manually processed each request, which was inefficient and time-consuming. Furthermore, without real-time data on service wait times or process status, it was challenging for both citizens and staff to accurately gauge the service performance, contributing to congested waiting areas and prolonged wait times.

Transformations Post-Implementation

The introduction of the Turn NAVI system has proven to be a game-changer for the city hall. Here are some notable changes:

1. Accurate Needs Assessment: The system allows for the immediate registration of the visitor's purpose upon ticket issuance, aiding quick categorization of requests based on urgency and type.

2. Seamless Service Segmentation: By differentiating between services that require quick or specialized attention, the city hall has developed a structure to ensure that citizens do not have to wait longer than necessary.

3. Data Utilization and Staff Allocation: The objective data collected helps in making informed decisions about optimal staff allocation and workflow adjustments to improve efficiency.

By advancing these developments, Display Lamp Co. aims to provide vital support to municipalities in achieving improved administrative operations while ensuring accessibility for residents.

Key Features of Turn NAVI

Real-time Monitoring from Smartphones

Visitors can check the status of their queue through a QR code on their ticket, allowing them to manage their time effectively and avoid congested waiting areas.

Centralized Management Across Several Counters

The system allows for seamless navigation across multiple service points, minimizing the movement required by visitors and reducing the burden on staff for guiding them.

Improved Service through Data Insights

Turn NAVI offers insights into peak wait times, enabling better resource allocation and significant reductions in waiting periods based on objective data.

Customizable System Design

The functionality and design of the system can be tailored to meet the specific needs of each municipality, ensuring flexibility in its application.

Revenue Generation through Advertising

The system incorporates advertising displays, enabling cost recovery to support sustainable public service operations.

Feedback from Nakatsugawa City Officials

The representatives from Nakatsugawa City Hall’s CX Co-Creation Office shared that the decision to adopt Turn NAVI was greatly influenced not only by its functionality but also by the strong partnership formed with Display Lamp. The team from Display Lamp was deeply engaged in the reform process, providing sophisticated insights for design and operational strategies which ultimately contributed to enhanced service delivery.

Now, with the implementation of this system, privacy for visitors has been safeguarded through anonymous processing, and improved visibility of waiting times has alleviated psychological pressure both for staff and residents. The city aims to extend the principles behind Turn NAVI to other departments within the local government, promoting a culture of thoughtful process reevaluation and strategic tool integration.

In conclusion, the Turn NAVI system exemplifies a forward-thinking approach to public service reform, positioning Nakatsugawa City Hall as a regional leader in citizen-centered governance. Display Lamp Co. is committed to supporting more municipalities in creating accessible and efficient public service environments.