Support for Improving Efficiency of Public Institution Counter Services and Enhancing Resident Services with the Reception Ticketing and Customer Service Management System "Enterprise Serialna"!

Nippon Steel Hitachi Systems Solutions, Ltd. (Headquarters: Chuo-ku, Tokyo; President and CEO: Yosuke Shinohara) has added a "Solution for Public Institutions" to its reception ticketing and customer service management system, "Enterprise Serialna (En-ta-pu-ra-i-zu Shi-ri-a-ru-na)."

This solution supports service improvement for generations who value "time performance" through features such as advance reservations via LINE or web portals, and email notifications. It also enables centralized management of both reservation holders and walk-in visitors by purpose, streamlining the entire reception process. By allowing staff to make setting changes themselves and utilizing congestion analysis for flexible operational improvements, it helps address labor shortages while ensuring meticulous service.

Enterprise Serialna Screen Image *A compatible printer is required for ticketing.

Resolving Counter Congestion, Improving Services, and Promoting DX in Local Governments

Public application counters at city halls and ward offices are visited daily by people with diverse purposes, such as obtaining resident records, receiving various certificates, handling My Number card procedures, and tax consultations.

This often leads to long waiting times and congestion in waiting areas, reducing convenience for visitors. Furthermore, staff are overwhelmed with routine tasks like reception, guidance, and calling out visitors, preventing them from concentrating on their core duties that require specialized skills, such as consultation and application review.

Enterprise Serialna is a next-generation reception management system that solves these challenges, supporting DX promotion in local governments and comfortable counter operations. Through reception management by purpose of visit, real-time display of waiting status, automated visitor calling, and web reservation functions, it resolves counter congestion and shortens waiting times. It also provides staff with an environment where they can focus on their core resident support duties by streamlining reception and calling operations.

<Enterprise Serialna Solution for Public Institutions>

https://serialna.com/ja/enterprise/public.html

New Features Added Continuously! Continuous Functional Updates Leveraging the Strengths of Cloud Services

As a SaaS cloud service, Enterprise Serialna continuously releases new features and improves existing ones based on customer feedback and insights gained from operational sites. Functional expansions that enhance the efficiency of reception operations and improve user convenience are being added throughout the system, including iPad apps, web management screens, LINE mini-apps, and large monitor outputs.

For example, a "elapsed time" display has been added to the management screen. This allows users to check "time elapsed since reservation" and "service time," contributing to improved customer satisfaction. Additionally, emails sent to reservation holders can now be edited in HTML format, increasing versatility through features like emphasis, links, and image insertion.

Customers can always use the latest features without additional costs or individual system update work. We will continue to evolve our functions based on changes in operational realities and customer requests.

Example of a new feature: Displaying "elapsed time" on the calling screen of the iPad app and web management screen.

Case Study of Utilization in a Local Government: Fujisawa City Hall, Planning and Architecture Department

In the Building Guidance Section of the Planning and Architecture Department at Fujisawa City Hall, Kanagawa Prefecture, which has a population of approximately 440,000, many visitors are involved in the construction industry, such as those related to land sales and building construction. Previously, to provide appropriate counter guidance, staff who were approached by visitors would first listen to their inquiries, confirm the details, and then hand them over to the relevant personnel, which required a significant amount of time for guidance.

In 2020, they introduced an on-premise ticketing system that allowed visitors to select their purpose of visit and the corresponding department, improving visitor satisfaction and reducing the burden on staff for counter operations. However, operational difficulties emerged, such as the inability for staff to change business names, set lunch break times, or configure calling settings for each staff member by business type.

With the system upgrade, they reviewed and addressed these issues, leading to the unanimous decision to introduce Enterprise Serialna. During the upgrade, the General Affairs Section of the Construction Department coordinated all departments within the floor for a simultaneous rollout, aiming for further improvements in convenience.

Initially, some staff were not accustomed to the operation, but the system, operated on iPads, was intuitive to use. Furthermore, the ability for staff to manage operations in real-time, such as changing business names and reception hours, received positive feedback. Younger staff also reported being able to concentrate more on their work with fewer interruptions.

Upon hearing about the introduction of Enterprise Serialna (managed by the Construction General Affairs Section: Urban Planning Section, Townscape and Scenery Section, Building Guidance Section, Development Operations Section, Housing and Living Policy Section), other departments within the city hall sought consultations, and it is now utilized across three departments: the Planning and Architecture Department, the Welfare Department, and the Children and Youth Department.

Example of utilization at Fujisawa City Hall, Planning and Architecture Department

<Details of Fujisawa City Hall, Planning and Architecture Department Utilization Case Study>

https://serialna.com/ja/news/case_of_fujisawa.html

What is "Enterprise Serialna (En-ta-pu-ra-i-zu Shi-ri-a-ru-na)"?

"Enterprise Serialna" is a reception counter service platform provided by Nippon Steel Hitachi Systems Solutions, Ltd. It is a paid, high-functionality version for businesses of the iPad app "Serialna," which handles reception ticketing. It has been primarily introduced in financial institutions such as regional banks, credit unions, and credit cooperatives. It is equipped with a rich set of functions as an advanced reception ticketing and customer service management system, and we flexibly provide various optional functions tailored to customer needs, as well as customization unique to enterprise applications, leveraging our expertise as a system integrator.

What is "Serialna (Shi-ri-a-ru-na)"?

"Serialna" is a free app for iPadOS (with paid options available) that can be used as a reception ticketing machine for various services where waiting in line occurs, such as hospitals, restaurants, cosmetic sales, mobile phone shops, and events. It has been well-received since its release in August 2012.

It can be easily used by simply installing the app on two iPads and connecting a compatible printer.

Contact Information

Serialna Official Website

https://serialna.com/

Inquiries via Web

https://www.nhs.co.jp/inquiry/?pid=16

"Serialna" and "Enterprise Serialna" are registered trademarks of Nippon Steel Hitachi Systems Solutions, Ltd.

iPad and iPadOS are trademarks of Apple Inc., registered in the U.S. and other countries.

LINE and LINE mini-app are registered trademarks or trademarks of LINE Yahoo Corporation.

For handling of other trademarks, please refer to here.

https://www.nhs.co.jp/privacy/