Digital Transformation (DX) promotion

Fukuoka Cityin Fukuoka City:
Implementation of a remote service
counter
Backgroundinitiatives to achieve digitalisation where no one isJapan is facing the nationwide challenge of aleft behind.

declining birth rate, an aging population, and ashrinking workforce. In Fukuoka City as well, theObjectives

population is expected to peak in 2035, and thenFukuoka City is a designated city with a population ofdecline, with the aging rate predicted to exceed 30%

approximately 1.64 million and an area of 343.47

in 2040.

square kilometres, making it the fifth largest city in

Additionally, during the Covid-19 pandemic,

Japan. The city has an excellent public transport

inefficient analogue benefit payment systems andsystem with major transport facilities, such as JRcongestion at administrative offices such as ward

Hakata Station (which includes a bullet train station),

offices, exposed the delay in digitalisation in

Hakata Port and Fukuoka Airport, all concentrated

administrative bodies as a nationwide issue.

within a 2.5-kilometre radius, linking Fukuoka City

Currently, Japan is actively promoting digitaland other international and domestic destinations.

transformation (DX) including the digitalisation ofHaving an airport located so close to the city centre

administrative procedures to tackle these issues.

is a rarity on the global scale, and the journey fromIn Fukuoka City, we have also been undergoing

the airport to Tenjin, the city centre, only takes

digitalisation of administrative services so thatapproximately 10 minutes, making it the fastest

citizens can carry out administrative procedures suchamong 13 major cities in Asia and the third fastest

as submitting applications andamong 48 major cities worldwide.

applying for

notifications online. As of the end of March 2023,

Moreover, the city is compact, allowing residents

more than 90% of these services were available

to enjoy both the sea and mountains located within

online.

just 30-minutes from the city

centre. TheDigitalisation has boosted convenience for citizens

harmonious blend of urban landscape and natureand optimised the efficiency of administrative

makes Fukuoka City highly appreciated as a compact

procedures. However, the digital divide, which is theand liveable city by its residents and visitors fromgap between those who can make use of digital

abroad.

services and those who cannot, must also be

Despite being a compact city, Fukuoka City still has

addressed. For example, some people may not havesome areas that are far from the local ward offices,

access to, or do not know how to use technology

such as isolated islands and remote mountainsuch as computers and smartphones.

regions. The digitalisation of administrative tasks will

With this in mind, Japan is working on various

benefit residents in these remote areas, as they will1

be able to complete the tasks without having to go to

focus should not be on quantitative results, but

their ward offices.

ratheronoffering

avarietyofaccessible

At the same time, we have been providing aadministrative services to the elderly and those who

remote service counter for residents in remote areas

are not familiar with technology, in areas far from

who are less mobile due to disabilities or age, or who

their ward offices, thereby providing them withdo not have digital devices or cannot use digitalpeace of mind.

technology. We believe that our service through theremote service counter will help everyone benefit

Issues, Problems and Responses

from digitalisation, thereby eliminating the digital

The user interface (UI) of the system is designed todivide.

be extremely simple. Users can simply tap the ‘start
consultation’ button on the screen to begin using theProject Outline

service. This enables users who are not comfortable

In Fukuoka, a community centre is located in eachwith technology to easily access this digital service.

elementary school district. Community centres areThrough the remote service counter, online

open to everyone in the area and serve as a hub forapplications that use the individual number card (Mylifelong learning and local activities.

Number Card) to authorise identification are also

A remote service counter is set up by installing

supported. However, therein lies the challenge ofvideo call devices in these community centres. Localbalancing between maintaining a simple UI for thosecitizens who live in the area can connect to ward

who are not confident with technology andoffice staff face-to-face for consultations about

increasing the scope of available functions.

various administrative procedures.

Features and InnovationsFuture Developments (expected effects andproject vision and issues)

The remote service counter allows users to consult

Going forward we aim to increase the number ofwith administrative ward office staff, while seeing

users completing administrative tasks online bytheir faces online and giving users peace of mind.

continuously improving the UI and user experience

Residents can also share images such as documents(UX) of online procedures, making the system simpler.

and maps with the camera on hand, to allow for

We also strive to further bridge the digital divide byclearer instructions than by phone alone.

using the remote service counter, a supplementary

Additionally, the service is user-friendly. Minimal

service to the digitalisation of administrative

operation is required from residents as staff handle

procedures, targeted at residents in remote areas

most tasks. Therefore, even elderly people and thosesuch as isolated islands, who have difficulty with

who are not familiar with smartphones and otherusing digital technologies.

digital devices can use the service easily.

Contact:

Furthermore, there are various features andfunctions of the remote service counter which areDivision in Charge: Service Design Section, Digital

not available over the phone. One example is a digital

Transformation Strategy Department, Fukuoka City

marker function, which allows marking andGeneral Affairs & Planning Bureau

highlighting of shared documents.

Tel.: +81-92-711-4105
E-mail: servicedesign.GAPB@city.fukuoka.lg.jp

Results of the Project
The remote counter service is mainly provided inremote areas with a lower population, therefore the2