Graffer Releases Results of MLIT Reporting Window DX Project: Achieved 35% Reduction in Phone Calls
Key facts
- Graffer Releases Results of MLIT Reporting Window DX Project: Achieved 35% Reduction in Phone Calls
- Graffer Inc. completed a DX project for MLIT's 'Kakekomi Hotline.' By implementing IVR and specialized web forms, they reduced phone volume by 35% and enhanced the operational efficiency for handling construction law violations.
- Source: PR Times
- Date: May 29, 2026
Direct answer
Graffer Inc. completed a DX project for MLIT's 'Kakekomi Hotline.' By implementing IVR and specialized web forms, they reduced phone volume by 35% and enhanced the operational efficiency for handling construction law violations.
- Citation
- Graffer Releases Results of MLIT Reporting Window DX Project: Achieved 35% Reduction in Phone Calls (May 29, 2026), PR Times
- Source
- PR Times
- Date
- May 29, 2026
Graffer Inc. completed a DX project for MLIT's 'Kakekomi Hotline.' By implementing IVR and specialized web forms, they reduced phone volume by 35% and enhanced the operational efficiency for handling construction law violations.
📋 Article Processing Timeline
- 📰 Published: May 29, 2026 at 19:00
- 🔍 Collected: May 30, 2026 at 22:32 (27h 32m after Published)
- 🤖 AI Analyzed: May 30, 2026 at 22:37 (4 min after Collected)
Graffer Inc. (HQ: Shibuya, Tokyo; CEO: Daichi Ishii) has completed a project to streamline the 'Kakekomi Hotline' and other reporting windows for violations of the Construction Business Act in collaboration with the Ministry of Land, Infrastructure, Transport and Tourism (MLIT). The project successfully shifted the workload from centralized phone calls to a digital foundation.
### Background and Challenges
With the passage of the amended Construction Business Act in June 2024, improving working conditions for skilled laborers has become urgent. Consequently, consultations at the MLIT's window have been increasing. The previous phone-centric system posed a heavy burden on staff, making it difficult to balance thorough response with speed. A digital-led efficiency reform was required.
### Project Overview and Implementation
1. **Window Optimization**: Based on a two-month analysis, the project identified structural issues where many inquiries were outside the window's scope. A system was built to guide users to the correct information or consultation point.
2. **Implemented Digital Functions**:
- **Construction Law Compliance Portal Site**: A comprehensive guide aggregating frequently used information.
- **Construction Consultation Navigator**: Guides users to the best contact point based on their situation.
- **Automated Voice Response (IVR)**: Directs callers to the website or appropriate departments right from the start of the call.
- **Information Collection Form**: A dedicated form designed to capture accurate reporting details.
### Project Results
- **Shift to Digital**: The ratio of 'Phone vs. Web' changed from 2.5:1 to 0.7:1. Phone calls decreased by approximately 35%, while web-based reports more than doubled.
- **Enhanced Response System**: By filtering out inquiries outside the system's scope, staff can now focus more deeply on priority cases, such as detailed investigations of suspected law violations.
- **Reduced Staff Burden**: Surveys showed high improvement in stress reduction and operational efficiency for local bureau staff, allowing them to focus on specialized tasks.
Moving forward, MLIT will lead the continuous operation and further optimization using this established digital infrastructure.
### Background and Challenges
With the passage of the amended Construction Business Act in June 2024, improving working conditions for skilled laborers has become urgent. Consequently, consultations at the MLIT's window have been increasing. The previous phone-centric system posed a heavy burden on staff, making it difficult to balance thorough response with speed. A digital-led efficiency reform was required.
### Project Overview and Implementation
1. **Window Optimization**: Based on a two-month analysis, the project identified structural issues where many inquiries were outside the window's scope. A system was built to guide users to the correct information or consultation point.
2. **Implemented Digital Functions**:
- **Construction Law Compliance Portal Site**: A comprehensive guide aggregating frequently used information.
- **Construction Consultation Navigator**: Guides users to the best contact point based on their situation.
- **Automated Voice Response (IVR)**: Directs callers to the website or appropriate departments right from the start of the call.
- **Information Collection Form**: A dedicated form designed to capture accurate reporting details.
### Project Results
- **Shift to Digital**: The ratio of 'Phone vs. Web' changed from 2.5:1 to 0.7:1. Phone calls decreased by approximately 35%, while web-based reports more than doubled.
- **Enhanced Response System**: By filtering out inquiries outside the system's scope, staff can now focus more deeply on priority cases, such as detailed investigations of suspected law violations.
- **Reduced Staff Burden**: Surveys showed high improvement in stress reduction and operational efficiency for local bureau staff, allowing them to focus on specialized tasks.
Moving forward, MLIT will lead the continuous operation and further optimization using this established digital infrastructure.
FAQ
グラファーと国土交通省が実施したプロジェクトの目的は何ですか？
建設業法違反に関する通報・相談窓口「駆け込みホットライン」等の業務効率化と、デジタルツールを活用した最適な相談案内体制を整備することが目的です。
導入されたデジタルツールの具体的な機能は何ですか？
「建設業法令遵守ポータルサイト」、最適な相談先を案内する「建設業相談窓口ナビ」、WEB誘導を行う「自動音声応答システム（IVR）」、情報を正確に伝える「駆け込みホットライン情報収集フォーム」の4点です。
実証プロジェクトで得られた定量的な成果を教えてください。
窓口への受電数が約35%減少し、電話とWEB等の比率が導入前の「2.5：1」から「0.7：1」へと大きく改善しました。WEBフォームからの通報は導入前の2倍以上に増加しています。
DX化によって現場職員の業務環境はどう変わりましたか？
受電内容の事前把握や対象外の電話抑制により、職員の心理的・実務的負担が軽減されました。その結果、本来優先すべき法令違反の調査等の専門業務に集中できる環境が構築されました。
このプロジェクトの今後の予定はどうなっていますか？
実証プロジェクトは完了し、今後は構築されたデジタル基盤を国土交通省が主体となって継続的に運用し、さらなる業務効率化を推進するフェーズへ移行します。