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.

FACT BOX

  • Source: PR TIMES
  • Category: Survey