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., 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.