Persol Business Process Design Supports Fukuoka City's Elderly Bus Pass Mailing Center, Achieving Efficiency for 160,000 Annual Applications

PERSOL Business Process Design Co., Ltd. (Headquarters: Minato-ku, Tokyo; President and Representative Director: Kazuyuki Ichimura; hereinafter 'Persol Business Process Design'), a member of the Persol Group whose vision is 'Work, and Smile,' has introduced BPO services to the Fukuoka City Welfare Bureau to support the 'Elderly Bus Pass Mailing Reception Center Operations' (hereinafter 'this operation'). As a business reform that merges BPO and DX, the company utilized digital technologies such as AI-OCR and RPA (Robotic Process Automation) to reduce the workload of staff and shorten the lead time from application to issuance.

### Background
Fukuoka City issues elderly bus passes to promote social participation by subsidizing part of their transportation costs, handling approximately 160,000 applications annually. Conventionally, in-person applications at ward office counters were the norm, but during the peak season from July to December, when 80-90% of annual applications are concentrated, congestion and long waiting times occurred. This resulted in increased physical burden for the elderly and higher workloads for staff. Subsequently, triggered by the COVID-19 pandemic, a system for receiving applications by mail and online without requiring a visit was established. However, the situation of being overwhelmed by complicated procedural processing continued, making it urgent to shift to a sustainable operational structure that does not depend solely on manpower through the review of business processes and the use of digital technology.

### Overview of this Operation
This operation is a large-scale project receiving over 160,000 applications annually, and more than 10,000 applications per day at its peak. In addition to improving business processes such as procedures and administrative processing associated with mailing and online applications/issuance, the use of digital technologies like AI-OCR and RPA has reduced the workload of staff and shortened the lead time for application to issuance. Positive reactions have been seen from citizens, with approximately 70% of online applicants choosing electronic issuance (between 'mailing issuance' and 'electronic issuance'). Currently, electronic issuance has been carried out for over 20,000 cases, indicating that the digitalization of services is being accepted. Furthermore, as a result of such support, the time staff spend on administrative processing has been reduced, allowing them to shift resources to higher value-added tasks such as planning operations and application support for the elderly.

- **Utilization of AI-OCR:** By utilizing AI-OCR to read and input handwritten application forms, which were previously done visually and manually, tasks related to examination have been made more efficient.
- **Utilization of RPA:** RPA was used to automate the task of uploading issuance decision notices to the smart application system, which was previously handled by staff, thereby speeding up issuance-related work.
- **Enhancement of Human Support and Call Center Operations:** Human support, such as telephone response, has been strengthened. By establishing a thorough support system based on meticulous manualization and incoming call analysis-based line control, the service level has been improved.

### Future Outlook
Starting from the current fiscal year (FY2026), the company will also promote DX in call center operations and plans to introduce a new 'AI Voice Bot.' By further expanding the range of automation in the process from application reception to examination and issuance, the company will continue to support stable business operations.

### Comment from Fukuoka City Representative
**Mr. Katsuhisa Kumagami, Social Participation Promotion Section, Elderly Welfare Division, Elderly Society Department, Welfare Bureau, Fukuoka City**
'The strength of Persol Business Process Design is that they sincerely and positively consider our proposals and work cooperatively with us. At the time of introduction, there were concerns about the impact on the target citizens and the new technology. However, we felt very reassured because we were able to coordinate closely with Persol Business Process Design and proceed while considering risk hedging. As a result of introducing AI-OCR and RPA, processing speed has improved, and the feeling that we are providing better service to citizens is leading to our confidence. We want to continue improving together without being satisfied with the current situation.'

### Comment from Company Representative
**Manabu Niidome, Unit Manager, Kyushu Public Operations Section, 3rd Public Service Department, 2nd BPO Management Division, BPO Business Division, Persol Business Process Design Co., Ltd.**
'Regarding the utilization of AI-OCR and RPA in this operation, efforts aiming for further expansion are currently underway, and the construction of a sustainable operational structure centered on DX is steadily taking shape. This initiative is useful as a model applicable to other local governments, and we hope to further increase its value in cooperation with Fukuoka City in the future.'

### About Persol Business Process Design Co., Ltd.
Persol Business Process Design Co., Ltd. provides BPO services tailored to customer issues by combining its three strengths—process design capability, organizational/human resource management capability, and human resource development capability—with technologies such as AI. With the mission of 'innovating all work and organizations to create a society overflowing with better working environments,' the company contributes to realizing the future that organizations aim for and creating a society where working people can thrive.