#Japan #Osaka #DAP #Tech Touch

Exploring the Last-Mile Digital Adoption with Tech Touch

Tech Touch Inc., based in Tokyo, has published a detailed research report shedding light on the challenges related to digital adoption in the last mile of back-office processes. This report is the result of a collaborative effort with Osaka City, particularly its Digital Headquarters, following a partnership agreement established in September 2025. The goal of this report is to share the insights gained through practical observation and validation with other municipalities facing similar challenges across Japan.

For those interested, the report can be downloaded from Tech Touch's website.

Objectives and Verification Approach

Between October of this year and April next year, the investigation was conducted focusing on four key aspects:

1. Reduction of Familiarization Costs: Assessing whether displaying operational guides directly on screens can structurally lower the costs associated with system familiarization.

2. Enhancing Governance through Internal Controls: Exploring if implementing input controls can reduce errors and returns, thereby reinforcing governance.

3. Improvement Cycles Led by Field Personnel: Verifying whether onsite staff can promptly enhance the system UI.

4. Change Management for Large-Scale Transition: Evaluating if support for more than 20,000 staff members can facilitate education, business transitions, and adaptability to change management as part of the upcoming large-scale back-office digital transformation set for January next year.

Traditionally, any minor UI modifications required external contracting, leading to additional costs and delays. This demonstration validates the effectiveness of leveraging DAP’s no-code capabilities, allowing onsite personnel to promptly implement system improvements without external dependencies.

Results from the Validated Aspects

The evaluation that took place over the past six months led to crucial conclusions for each focus area:

1. Cost Reduction through Operational Guides: The findings confirmed technical reductions in familiarization costs—87% of staff reported experiencing operational difficulties, while 80% found the guide feature useful. Implementing direct guide visibility reduced the hidden costs linked to manual references and consultations.

2. Strengthening Internal Controls via Input Management: The investigation confirmed the technical feasibility of enforcing input validation. This system-based assurance minimizes human error reliance, enhancing governance and improving internal control autonomy.

3. Field Led Improvement Cycles via No-Code: One of the most significant achievements of this study was illustrating how DAP allows immediate UI enhancements by internal staff, effectively recovering control over improvement processes from burdensome SIer contracts that typically range from 3 to 4.5 million yen for minor adjustments.

4. Preparation for Large Transitions: The research helped accumulate technical knowledge beneficial for education and change management. However, further verification will be needed on how these insights contribute to the overall transition process.

Future Prospects

With the large-scale system transition set for January, Osaka City aims to leverage insights gained from this demonstration. Additionally, Tech Touch plans to expand the DAP application model encountered here to municipalities nationwide, promoting a system management approach led by internal staff rather than being reliant on external contractors. By addressing hidden familiarization costs, staff can focus more on meaningful interactions with citizens and contribute to a sustainable digital transformation in local governments.

Tech Touch is committed to advancing with continuous innovations alongside this initiative.

About Tech Touch

Tech Touch Inc. is a leading provider of Digital Adoption Platforms (DAP), with a user base exceeding 10 million as of January 2026. Their DAP allows for the effortless creation and implementation of operational guides without requiring coding, thereby streamlining the user experience while reducing the burden on system administrators. Nurtured with numerous awards including the Good Design Award and designation as a J-Startup by the Ministry of Economy, Trade and Industry, Tech Touch continually enhances their platform, contributing positively to IT engagement across various sectors.