Kobe City and TechTouch Forge Partnership for Municipal DX with AI and DAP
Kobe City and TechTouch have entered into a collaboration agreement aimed at advancing municipal digital transformation through the integration of Artificial Intelligence (AI) and Digital Adoption Platforms (DAP). This groundbreaking partnership, which is the first of its kind in Japan, will leverage the city's existing electronic application system, "e-KOBE," along with its financial accounting system, to create a seamless environment for citizens to apply without confusion and to enhance the efficiency of municipal employees’ tasks.
Kobe City has been actively working to modernize its administrative processes around the electronic application system, "e-KOBE," which alone handles approximately 430,000 electronic applications annually from citizens. However, challenges have arisen regarding the clarity of the electronic forms and the need to reduce application errors.
Moreover, the city's financial operations involve more than 400,000 document processing cases each year, where ensuring that municipal staff create error-free submissions has emerged as a similar challenge.
Such confusion during applications, along with the instances of document rejections or follow-ups, creates additional workloads for applicants, reviewers, and approvers, ultimately affecting the overall efficiency of administrative services. Previously, addressing such issues often required extensive system overhauls, which posed challenges in terms of costs, timelines, and adjustments to regulatory frameworks.
This new collaboration agreement allows for the integration of TechTouch's unique approach without substantial modifications to existing systems. By implementing AI and DAP, they aim to enhance the core administrative operations of the city, from citizen applications to staff accounting tasks, focusing on dual goals: improving citizen services and enhancing operational efficiency for employees.
Agreement Title: Collaborative Verification Project Utilizing Generative AI and Digital Adoption Platforms.
Key Aspects of the Collaboration:
1. Electronic Application System – "e-KOBE": The agreement includes utilizing AI chatbot agents and screen guidance through DAP, facilitating a user-friendly environment where citizens can swiftly navigate necessary application processes. Additionally, improvements to FAQ management and AI-based response systems will enhance customer support.
- The automation of checks for form visibility and input accuracy aims to lessen both the burden on citizens and the workload on staff in terms of application verification. Real-time detection and guidance regarding input errors will reduce application rejections and staff workload.
2. Financial Accounting System: By employing AI and DAP for compliance checks based on accounting rules, including the verification of attached documents, the city aims to streamline its processing tasks, historically dependent on staff experience and manual checks. Continuous improvement cycles will utilize data on reasons for document rejections, contributing to an optimized AI-DAP environment tailored to Kobe City’s operations.
- Moreover, the project will examine the potential of AI in reviewing invoices and attached documents through AI OCR integration, further expanding the possibilities for AI utilization in administrative tasks.
Mikito Yoshioka, Kobe City Digital Strategy Division: "Kobe City has proactively pursued administrative DX to maintain and improve public services amid a declining working-age population. Despite the introduction of various systems, achieving user-friendly UI/UX remains a substantial challenge. Our focus on TechTouch AI Hub and DAP as viable solutions allows us to address these challenges without significant system overhauls."
Naka Imuda, CEO of TechTouch: "It's a great privilege to collaborate with Kobe City, which has become a front-runner in municipal DX by enacting Japan's first AI ordinance. Our approach focuses on enhancing user experiences without substantial system changes. We're determined to resolve issues such as citizen application confusion and staff document rejections through the implementation of AI and DAP."
Kobe City’s collaboration with TechTouch represents an innovative leap towards advancing municipal digital transformation. By integrating AI and DAP into existing systems, they aim to set a national reference point for other local governments to follow in improving efficiency and the quality of administrative services. As this pilot initiative progresses, its outcomes may redefine how administrative services are delivered throughout Japan.
Background and Purpose of the Agreement
Kobe City has been actively working to modernize its administrative processes around the electronic application system, "e-KOBE," which alone handles approximately 430,000 electronic applications annually from citizens. However, challenges have arisen regarding the clarity of the electronic forms and the need to reduce application errors.
Moreover, the city's financial operations involve more than 400,000 document processing cases each year, where ensuring that municipal staff create error-free submissions has emerged as a similar challenge.
Such confusion during applications, along with the instances of document rejections or follow-ups, creates additional workloads for applicants, reviewers, and approvers, ultimately affecting the overall efficiency of administrative services. Previously, addressing such issues often required extensive system overhauls, which posed challenges in terms of costs, timelines, and adjustments to regulatory frameworks.
This new collaboration agreement allows for the integration of TechTouch's unique approach without substantial modifications to existing systems. By implementing AI and DAP, they aim to enhance the core administrative operations of the city, from citizen applications to staff accounting tasks, focusing on dual goals: improving citizen services and enhancing operational efficiency for employees.
Overview of the Partnership Agreement
Agreement Title: Collaborative Verification Project Utilizing Generative AI and Digital Adoption Platforms.
Key Aspects of the Collaboration:
1. Electronic Application System – "e-KOBE": The agreement includes utilizing AI chatbot agents and screen guidance through DAP, facilitating a user-friendly environment where citizens can swiftly navigate necessary application processes. Additionally, improvements to FAQ management and AI-based response systems will enhance customer support.
- The automation of checks for form visibility and input accuracy aims to lessen both the burden on citizens and the workload on staff in terms of application verification. Real-time detection and guidance regarding input errors will reduce application rejections and staff workload.
2. Financial Accounting System: By employing AI and DAP for compliance checks based on accounting rules, including the verification of attached documents, the city aims to streamline its processing tasks, historically dependent on staff experience and manual checks. Continuous improvement cycles will utilize data on reasons for document rejections, contributing to an optimized AI-DAP environment tailored to Kobe City’s operations.
- Moreover, the project will examine the potential of AI in reviewing invoices and attached documents through AI OCR integration, further expanding the possibilities for AI utilization in administrative tasks.
Comments from City Officials
Mikito Yoshioka, Kobe City Digital Strategy Division: "Kobe City has proactively pursued administrative DX to maintain and improve public services amid a declining working-age population. Despite the introduction of various systems, achieving user-friendly UI/UX remains a substantial challenge. Our focus on TechTouch AI Hub and DAP as viable solutions allows us to address these challenges without significant system overhauls."
Naka Imuda, CEO of TechTouch: "It's a great privilege to collaborate with Kobe City, which has become a front-runner in municipal DX by enacting Japan's first AI ordinance. Our approach focuses on enhancing user experiences without substantial system changes. We're determined to resolve issues such as citizen application confusion and staff document rejections through the implementation of AI and DAP."
Conclusion
Kobe City’s collaboration with TechTouch represents an innovative leap towards advancing municipal digital transformation. By integrating AI and DAP into existing systems, they aim to set a national reference point for other local governments to follow in improving efficiency and the quality of administrative services. As this pilot initiative progresses, its outcomes may redefine how administrative services are delivered throughout Japan.
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