Persol Business Process Design Supports Fukuoka City's Elderly Pass Issuance Project with 'Elderly Pass Mail Application Reception Center Operations,' Achieving Efficiency and Speed for Approximately 160,000 Applications Annually

Persol Business Process Design Inc. (Headquarters: Minato-ku, Tokyo; President and Representative Director: Kazuyuki Ichimura; hereinafter, "Persol Business Process Design"), a member of the Persol Group, which champions the vision of "Work, Laugh, Live," has introduced BPO services to Fukuoka City's Welfare Bureau and supported the "Elderly Pass Mail Application Reception Center Operations" (hereinafter, "this operation") within the elderly pass issuance project. By integrating BPO and DX, this business reform leveraged digital technologies such as AI-OCR and RPA (Robotic Process Automation) to reduce staff workload and shorten the lead time from application to issuance. Click here for details on BPO services for government and local public bodies: https://www.persol-bd.co.jp/service/bpo/s-bpo/service/municipality/?utm_medium=prtimes260401 ## ■Background Fukuoka City issues elderly passes to promote social participation among the elderly, assisting with a portion of transportation costs, and handles approximately 160,000 applications annually. Traditionally, face-to-face applications at ward offices were central. However, during the busy season from July to December, when 80-90% of annual applications concentrated, crowded windows and long waiting times occurred. As a result, increased physical burden on the elderly and higher workload for staff became issues. Subsequently, triggered by the spread of COVID-19, a system for mail and online applications that did not require in-person visits was established. Still, the situation of being overwhelmed by complex procedural processing continued, making a review of business processes and a shift to a sustainable operational system independent of manpower through digital technology utilization an urgent matter. ## ■Overview of this Operation This operation is a large-scale project receiving 160,000 applications annually, with over 10,000 applications on peak days. In addition to improving business processes and administrative procedures related to mail and online applications and issuances, the utilization of digital technologies such as AI-OCR and RPA has reduced staff workload and shortened the lead time from application to issuance. Positive feedback has also been seen from citizens, with approximately 70% of online applicants choosing electronic issuance (either "mail issuance" or "electronic issuance"). Currently, electronic issuance is being performed for over 20,000 cases, indicating that the digitalization of services is being well-received. Furthermore, as a result of this support, the time staff spent on administrative tasks has been reduced, allowing resources to shift to higher-value tasks such as planning and application support for the elderly, which they should originally focus on. * **Utilization of AI-OCR:** By utilizing AI-OCR for reading and inputting handwritten application forms, which were traditionally performed visually and manually, the tasks related to screening were made more efficient. * **Utilization of RPA:** By automating the task of uploading decision notification documents to the smart application system, which was traditionally handled by staff, the issuance-related tasks were expedited. * **Enhanced Human Support and Call Center Operations:** Human support, including telephone対応, has been enhanced. Through detailed manualization and line control based on call analysis in response to inquiries from eligible individuals, a robust support system has been established to improve service levels. ## ■Future Outlook Starting from the current fiscal year (Reiwa 8 / 2026), DX will also be promoted in call center operations, with the planned introduction of a new "AI Voice Bot." By further expanding the scope of automation in the application reception, screening, and issuance processes, we will continue to support stable business operations. ## ■Comment from Fukuoka City Representative