the same time, developing, under the local and central government cooperation, an ICT-based system enabling efficient and secured information-integration. In Japan, in February 2012, a "Bill for the use of a number for personal identification in administrative procedures" (my-number bill) was submitted to the 180th diet session (ordinary).

On the other hand, national ID systems aim to develop a system enabling, through utilizing IDs, efficient and secured information-integration among organizations possessing information. In Japan, since September 2010, the Taskforce on E-government set-up under the Planning Committee, IT Strategy Head Office has been studying such systems.

### 9. Users' Recognition of Public ICT Services

The analysis, using the results of the poll survey, on how the residents recognize and use the major ICT services in “Administration,” “Medical Services,” and “Education,” and for what reasons the residents do not recognize those services shows the following in the paragraphs below. Note that questionnaires on the six services, “Electronic Submission,” “Tax Payment and Submission,” “Health Management Service,” “Remote Medicalcare,” “On-line Training Material,” and “E-learning,” were delivered by mail and the replies were collected by mail.

## (1) Recognition of Public ICT services

The analysis on the recognition of the public services show the following: while the tax submission/payment service (72.4% of the respondents recognize) is highly recognized, as for any of the other services, the number of the respondents who replied “Do not recognize” is larger than the number of the respondents who replied “Recognize” (Figure 1-4-9-1), suggesting that, for promoting public ICT services, one of the keys is the high recognition of the services by residents; on the other hand, as for the ratio of the respondents who replied that they know what they can do by using the service to the respondents who replied that they only know the name of the service, it is 86.5% for tax submission/payment, and generally 70% for the other services.

## (2) User Satisfaction

The analysis on the user satisfaction shows the following: as shown by the high rate for the electronic submission service (91.3%), all the services obtain high user satisfaction ratings by almost all the actual users, suggesting that, in spite of the generally low usage rate, the actual users are highly satisfied; on the other hand, as for the expectation for each service, more than half of all the respondents replied “No interest,” showing a large disparity with the high satisfaction ratings given by the actual users, suggesting that the low service recognition affected their replies.

## (3) Reasons for "No interest": Comparison of the response to the questionnaires by local governments and the response by the residents

The analysis on why the service is not used shows the following: with regard to the responses by the residents, the answer “Feeling no inconvenience in using the conventional system” is most frequently chosen for almost all the services, and at the same time the residents are more likely to choose that reply than the local governments for many of the services (Figure 1-4-9-2), possibly suggesting that the convenience of service is not so well recognized by the residents as the local governments expect; on the other hand, the answer “Operation for the service seems not so easy” is not so frequently chosen, suggesting that the operation is not so heavy a burden as feared by the local governments.

Figure 1-4-9-1 How the Names of Public ICT services are recognized

(Source) MIC "Research and Survey on Trends of Users' Recognition through the Improvement of ICT Infrastructure and Services" (2012)