Creating records after answering a phone call is a huge burden
Himeji City's Childcare Support Office received many of the consultations and contacts from citizens and related organizations over the phone, and spent a lot of time recording the contents of the calls, which were essential for appropriate response. In addition, records were created after the call ended based on notes taken during the call, making it difficult to share information immediately, and there was also the issue that it was difficult for staff other than the person in charge to understand the situation of the consultation. In addition, there were problems with increased overtime work and pressure on the time spent on considering support for resolving the consultation content, which is their main job.
Conducting demonstration experiments to reduce the burden of record-keeping
To address this issue, the Himeji City Childcare Support Office applied for the "Project to support local governments conducting demonstration experiments using ICT" implemented by Hyogo Prefecture in fiscal year 5, and conducted a demonstration experiment using "AmiVoice Communication Suite," which can automatically convert telephone conversations into text (transcription).
We verified that the time required for creating records can be reduced by automatically converting telephone conversations between clients and staff into text in real time using AI voice recognition and then using the content after the call ends.
Reduces record-keeping time, improves quality, and speeds up information sharing
As a result of the demonstration experiment, the "overtime hours required for record-keeping" was reduced from an average of 16 hours per month before the demonstration experiment to an average of 5.5 hours per month after the demonstration experiment, and the quality of the records also improved.
In addition, the "annual leave taking rate" also improved, increasing from an average of 0.7 days per month before the demonstration to an average of 1.6 days per month after the demonstration, an increase of 0.9 days.
Furthermore, in situations where an immediate response is required, the text can be printed as is, important parts highlighted, and information shared, speeding up decision-making.
By reducing the time it takes to create records, staff can now have more time to share information among themselves, such as in advisor meetings to check in on progress after consultations and individual case conferences to consider support policies, and this is expected to improve the quality of post-consultation support, which is their primary job.
Realization of a secure and cost-effective usage environment
Government consultation work is likely to involve handling sensitive information, so "technology that ensures a secure environment" is essential.
This time, the system was built on a "My Number" network, enabling it to be used in a secure environment that met the local government's standards.
In addition, by utilizing existing modular terminal type telephones, it has become possible to reduce the cost of implementation.
The successful demonstration experiment and secure usage environment were evaluated, and the system went into full operation.
The effectiveness of the demonstration experiment and the realization of a secure usage environment were evaluated, and the target business of use was expanded from the childcare support room (child consultation) to the welfare department (domestic violence consultation, welfare consultation, bullying consultation, etc.), and full operation began. Further expansion of the scope of use is planned for the future.
[Comment from Himeji City]
Our city began operating this system last year as a way to respond to the increasingly complex and diverse consultation needs of a declining population society. Based on the principle that "people do what only people can do (the pursuit of citizen services and welfare)," we will improve the quality of consultation support and further improve citizen welfare by utilizing digital technology in collaboration between the public and private sectors.
Hiroaki Fujii, Chief Technology Officer, Childcare Support Office (also serves as Digital Strategy Office), Himeji City
[Himeji City interview article]
Local Government Newsletter No. 65: Improving the quality of child consultation services by using "AI voice recognition" for telephone answering
https://www.jt-tsushin.jp/articles/case/jt65_advanced-media
*Source: "2025.05.21 Our news release (https://www.advanced-media.co.jp/newsrelease/10068/)''
