#Japan #Osaka #AI Agents #Hitachi #Osaka City

Enhancing Municipal Services in Osaka through AI

In a joint effort to improve the efficiency of municipal work and enhance the services provided to residents, Osaka City has partnered with Hitachi Ltd. to conduct a trial utilizing AI agents. The aim is to streamline the internal administrative tasks within the city government, particularly focusing on the approval process for transportation requests, which number around 10,000 annually. The recent trial revealed that operation times for processing these requests could potentially be shortened by up to 40%.

Overview of the Trial

During the testing phase, four specific use cases were examined to evaluate the efficacy of the AI agent developed by Hitachi. These use cases include:
1. Guiding Applicants: Assisting applicants in navigating the application process through interactive dialogue.
2. Supporting Reviewers: Providing assistance to reviewers in checking application details.
3. Determining Eligibility: Aiding in the decision-making process for approvals.
4. Calculating Refunds: Facilitating the calculation of any reimbursements.

The initial findings suggest that while there are challenges that need to be addressed before full implementation, the potential benefits of improved efficiency for municipal employees are promising.

Context of the Initiative

The urgency for such measures has been amplified by a declining labor force, resulting in staffing shortages that municipalities are increasingly facing. The rise of AI technologies, particularly generative AI, has brought AI agents to the forefront as one potential solution to automate and streamline routine administrative processes often encountered in municipal operations.

Osaka City's commitment to digital transformation is reflected in its ongoing initiatives under the Osaka City DX Strategy Action Plan, aimed at developing a comprehensive generative AI environment. Through this partnership with Hitachi, the city hopes to further advance administrative efficiencies and automate processes, ultimately allowing city employees to devote more time to improving services for residents.

Demonstration of Use Cases

The trial focused on the application submission and review process, where applicants faced the difficulty of navigating multiple regulations and guidelines while completing their requests. Reviewing the submitted materials often required cross-referencing with various standards and historical data, which was time-intensive.

By analyzing workflows, Osaka City and Hitachi identified four key areas where AI implementation could bring efficiency:

1. Navigation for Applicants: Applicants can interact with the AI agent via chat to obtain guidance on how to complete the application process, including the auto-generation of the application form, while also verifying adherence to regulations and catching errors or omissions automatically.

2. Assisting Reviewers: The AI agent can automate the generation of compliant transportation route suggestions based on web data, referencing historical authentication records to validate applications against approval standards. This automation is expected to significantly reduce the manual workload currently undertaken by city staff.

Overall, the trial confirmed the potential of AI agents to reduce operational time by approximately 40%, thereby showcasing their effectiveness in enhancing administrative productivity.

Future Directions

Moving forward, Osaka City plans to build on insights gained from this trial to potentially extend AI integration into the review processes for applications submitted through online systems by 2026. Additionally, efforts will be made to ease the application process for residents, thus improving their experience.

Hitachi intends to leverage the outcomes of this project to support AI agent deployment in municipalities facing similar challenges, thereby contributing to enhanced services for citizens. The collaboration also aims to drive sustainable operational dynamics within municipal administrations through the development of AI agent-related services, all while focusing on the transformative potential of data within city operations.

Conclusion

This synergistic initiative stands as a model for how technology can be harnessed to tackle pressing issues within municipal governance. The anticipated introduction of AI agents could represent a significant step towards modernizing city operations, resulting in greater efficiency and improved service delivery for the residents of Osaka.

For further information, visit Hitachi's municipal sector webpage at Hitachi Municipal Solutions.

Contact Information

Osaka City - Digital Strategy Office DX Promotion Team
Tel: 06-6208-7676
Email: [email protected]
Hitachi Ltd. - Public Systems Sales Division
Customer Relations Center
Contact: Morishita
Website: Hitachi Public IT Inquiry