ZVC JAPAN and Local Governments Begin Collaboration

SPOOL Global Inc. (Headquarters: Chiyoda-ku, Tokyo; President and CEO: Yusuke Sakuma), a subsidiary of SPOOL Inc. that provides wide-area administrative BPO services, announced today that it has commenced collaboration in the local government sector with ZVC JAPAN Inc. (Headquarters: Chiyoda-ku, Tokyo; Chairman and President: Norihiro Shimogaki), the Japanese subsidiary of Zoom Communications, Inc. (hereinafter referred to as "Zoom").

This collaboration aims to enhance resident support services in local governments. By combining the operational expertise that SPOOL Global has cultivated in BPO for local governments with Zoom's AI contact center functions, we will proceed with the construction of contact centers for local governments where AI and specialized operators collaborate.

Furthermore, at the "Zoom CX Summit Tokyo" held today, our Representative Director and President, Giichi Shirakawa, took the stage and introduced future prospects for DX in local governments and resident support models that we aim to achieve through this collaboration.

Challenges in Resident Support for Local Governments and the Aims of This Collaboration

In recent years, against a backdrop of diversifying resident needs and increasing complexity of operations, it has become crucial for local governments to establish systems that integrate phone, in-person, and online support to simultaneously improve the quality of resident services and operational efficiency.

SPOOL Global has provided BPO services in resident support areas, including counter and call center operations, primarily for small and medium-sized local governments with populations under 200,000. Leveraging on-site operational know-how in local government work, we are advancing initiatives to improve the efficiency and service quality of resident support.

In light of this, SPOOL Global has initiated a collaboration limited to the local government sector with Zoom, and will proceed with building a new resident support model for local governments utilizing Zoom's communication infrastructure, which includes phone, contact center, AI response, and video support.

Through this collaboration, we will support the efficiency of response, improvement of response quality, and knowledge management of inquiry content and response history in resident-facing operations such as resident inquiries, consultations, and procedural guidance. In the future, we aim to build a wide-area public service infrastructure that can be jointly utilized by multiple local governments.

Main Initiatives of This Collaboration

1. Visualization and Enhancement of Resident-Facing Operations

We will visualize touchpoints such as resident inquiries, consultations, and procedural guidance, and design optimal operational flows by combining phone, online counter, AI response, and human support.

2. Knowledge Management of Inquiry Responses

We will systematically accumulate and analyze inquiry content, response history, and response know-how to build a knowledge base that can be utilized for AI responses, FAQ development, and operational improvements.

3. Building an Operational Model Combining AI and Specialized Operators

We will achieve both resident convenience and response quality by having AI handle routine inquiries as a first response, and connecting complex consultations or those requiring judgment to specialized operators.

4. Infrastructure Development for Wide-Area Joint Use

We will organize inquiries and operational processes that commonly occur across multiple local governments, aiming for future deployment as a resident-facing infrastructure that can be utilized across a wide area.

Resident Support Model Aimed for Through This Collaboration

By combining AI and communication infrastructure with existing BPO services for local governments, SPOOL Global aims to enhance the added value of its services and create new revenue opportunities in the local government DX domain.

Furthermore, through continuous operational improvements utilizing resident-facing data, we will support the efficiency of phone and counter services in local governments, the standardization of response quality, and the improvement of resident services.

Our group is expanding services that contribute to the efficiency of local government operations and the resolution of regional issues. We believe this collaboration will contribute to the medium- to long-term growth of SPOOL Global and the enhancement of our group's corporate value.

Company Overview

Company Name: SPOOL Global Inc.

Location: 10F Akihabara Daibiru, 1-18-13 Sotokanda, Chiyoda-ku, Tokyo 101-0021

Person in Charge: Yusuke Sakuma, President and CEO

Established: December 2021

Business Activities: BPO services for local governments

Shareholder: SPOOL Inc. 100%

Official Website: https://glocal.spool.co.jp/

Company Name: ZVC JAPAN Inc.

Location: 26F Marunouchi Eiraku Building, 1-4-1 Marunouchi, Chiyoda-ku, Tokyo 100-0005

Representative: Norihiro Shimogaki, Chairman and President

Established: November 2018