Driving Window Reform through 'Co-creation': Introducing 'Turn NAVI' Queue Management System to Nakatsugawa City Hall, Gifu Prefecture, to Streamline 100,000 Annual Inquiries
Hyojito Co., Ltd. has introduced its 'Turn NAVI' queue management system to the Resident Services window at Nakatsugawa City Hall, Gifu Prefecture. This initiative supports the city's 'Front Yard Reform' to reduce congestion and improve convenience for citizens.
📋 Article Processing Timeline
- 📰 Published: May 26, 2026 at 22:00
- 🔍 Collected: May 26, 2026 at 13:31
- 🤖 AI Analyzed: May 26, 2026 at 13:42 (10 min after Collected)
Hyojito Co., Ltd., which develops area map display businesses, has introduced its 'Turn NAVI' queue management system to the Civil Registration and Resident window at Nakatsugawa City Hall in Gifu Prefecture. This implementation is part of the city's 'Front Yard Reform'—aiming for a window service that is paperless, requires no unnecessary travel, eliminates wait times, and provides clear guidance—thereby helping to resolve congestion and improve convenience.
Before this implementation, the city hall's window, which handles over 100,000 inquiries annually, faced major challenges in both citizen convenience and staff efficiency. All visitors had to wait in a single line regardless of the procedure's duration, forcing staff to manually interview each person to route them. Furthermore, the lack of data on service times and the inability to visualize progress contributed to constant congestion and long wait times in the lobby.
The 'Turn NAVI' system, introduced as part of the 'Front Yard Reform,' issues queue numbers and displays the status of window procedures and calls on monitors in real-time, facilitating smoother guidance. The introduction has led to the following changes:
1. Accurate Requirement Capture: Visitor needs are now accurately captured at the time of ticket issuance, streamlining routing.
2. Service Segmentation: By separating simple, quick procedures from specialized services, the city has built a system that minimizes waiting.
3. Data Utilization and Staffing: Based on automatically aggregated objective data, the city now expects optimized staffing and more flexible operational adjustments.
Comments from the Nakatsugawa City Hall CX Co-creation Office and Citizen Department:
'The deciding factor in choosing 'Turn NAVI' was not just its features, but the fact that the Hyojito staff deeply understood and accompanied us through our 'Front Yard Reform'. Their professional advice on flow design, gained from frequent on-site visits, led to a better service environment. While this reform was led by our cross-departmental 'Administrative Co-creation Project Team,' we feel that Hyojito was a true partner in 'co-creation,' supporting us as one.
Moreover, by calling visitors by number, we have improved privacy protection. Visualizing wait times has also reduced psychological pressure for both citizens and staff.'
Features of 'Turn NAVI':
- Real-time congestion checks via smartphone.
- Centralized management and integration of multiple windows.
- Window improvement through data utilization.
- Flexible system customization.
- Revenue generation through digital signage advertising.
Before this implementation, the city hall's window, which handles over 100,000 inquiries annually, faced major challenges in both citizen convenience and staff efficiency. All visitors had to wait in a single line regardless of the procedure's duration, forcing staff to manually interview each person to route them. Furthermore, the lack of data on service times and the inability to visualize progress contributed to constant congestion and long wait times in the lobby.
The 'Turn NAVI' system, introduced as part of the 'Front Yard Reform,' issues queue numbers and displays the status of window procedures and calls on monitors in real-time, facilitating smoother guidance. The introduction has led to the following changes:
1. Accurate Requirement Capture: Visitor needs are now accurately captured at the time of ticket issuance, streamlining routing.
2. Service Segmentation: By separating simple, quick procedures from specialized services, the city has built a system that minimizes waiting.
3. Data Utilization and Staffing: Based on automatically aggregated objective data, the city now expects optimized staffing and more flexible operational adjustments.
Comments from the Nakatsugawa City Hall CX Co-creation Office and Citizen Department:
'The deciding factor in choosing 'Turn NAVI' was not just its features, but the fact that the Hyojito staff deeply understood and accompanied us through our 'Front Yard Reform'. Their professional advice on flow design, gained from frequent on-site visits, led to a better service environment. While this reform was led by our cross-departmental 'Administrative Co-creation Project Team,' we feel that Hyojito was a true partner in 'co-creation,' supporting us as one.
Moreover, by calling visitors by number, we have improved privacy protection. Visualizing wait times has also reduced psychological pressure for both citizens and staff.'
Features of 'Turn NAVI':
- Real-time congestion checks via smartphone.
- Centralized management and integration of multiple windows.
- Window improvement through data utilization.
- Flexible system customization.
- Revenue generation through digital signage advertising.
FAQ
中津川市役所が導入した「Turn NAVI」とはどのようなシステムですか？
「Turn NAVI」は、受付番号の発券に加え、窓口手続きの進行や呼び出し状況をモニターへリアルタイムに表示し、番号で呼び出しを行うことで混雑緩和と来庁者の利便性向上を図るシステムです。
「Turn NAVI」導入によりどのような課題が解決されましたか？
従来の対面形式での受付振り分けによる非効率さや、進捗の不可視化による混雑、長時間の待ち時間といった課題が解決されました。用件の正確な把握や、手続きの切り分けが可能になりました。
来庁者は自分の順番をどのように確認できますか？
番号札の二次元コードから、スマートフォンを使用して庁外からでも自身の順番や待ち人数をリアルタイムに確認できます。
「Turn NAVI」を導入した中津川市役所の狙いは何ですか？
市が推進する“書かない・行かない・待たない・迷わない”窓口を目指す「フロントヤード改革」の一環として導入されました。業務プロセスの見直しと最適なツールの活用を全庁へ広げる狙いがあります。
番号案内システム「Turn NAVI」を開発・提供しているのはどこの企業ですか？
周辺案内地図の掲出事業等を展開する、表示灯株式会社（本社：愛知県名古屋市）です。