Bellsystem24 and Blueship to Establish and Operate Fujisawa City Contact Center to Realize Digital City Hall in Fujisawa City, Kanagawa Prefecture Fujisawa Contact Center" for the realization of a digital city hall in Fujisawa City, Kanagawa Prefecture.

Bellsystem24 Corporation, Blueship Inc. (headquartered in Minato-ku, Tokyo; Shunsuke Noda, President & CEO; hereinafter "Bellsystem24") and Blueship Inc. (headquartered in Shibuya-ku, Tokyo; Daumi Keimatsu, President; hereinafter "Blueship") will support Fujisawa City, Kanagawa Prefecture, in the establishment of a "Fujisawa City Blueship will support the opening of the "Fujisawa Contact Center" (hereafter referred to as "the Center") and start its operation.

This project has been selected for the "Fujisawa City Contact Center Operation and Management Services Outsourcing" and will start operation on October 1, 2023.

Bellsystem24 Corporation and Blueship Co.

■Background

Fujisawa City considers it an urgent issue to improve citizen services by digitizing all administrative work and creating resources to respond to new administrative issues in order to ensure administrative continuity in the future due to the shortage of workers caused by the ultra-low birthrate and aging population, as well as the diversification of lifestyles of citizens.

To this end, we are promoting the Digital City Hall initiative based on the basic concepts of "no needless visits to the office (anywhere)," "delivery of information tailored to the needs of each individual citizen (perfect fit)," and "one-time procedures (easy).

As part of these efforts, BELLSYSTEM24 has established this center with the functions of "centralizing inquiries from citizens," "building FAQs based on historical data of inquiries," and "planning support for new measures by utilizing knowledge.

BELLSYSTEM24 provides a variety of services, including support for business reform, introduction of the latest solutions such as AI and voice recognition, and support for DX human resource development, based on the knowledge it has accumulated through more than 250 contact centers and back-office operations for local governments, to improve services for a wide range of residents and increase operational efficiency for staff. Blueship supports local government DX initiatives aimed at improving services to residents with a wide range of demographics and increasing the work efficiency of employees.

Blueship has been systematizing operations that require a short period of time from policy formulation to implementation, such as the provision of special fixed benefits, and has supported the provision of fixed benefits to approximately 200,000 households. The company promotes the provision of DX services in line with the issues faced by local governments, helping to improve services for residents and reduce the burden on municipal employees.

By combining the two companies' knowledge of municipal DX, we will promote the construction and operation of this center to solve issues unique to local governments.

Outline of the Center

The center will promote self-answering of various questions from citizens by establishing a new website, "Fujisawa Question and Answer Platform (tentative name)" (hereinafter referred to as the "Platform"), which will include a "Frequently Asked Questions (FAQ)" section. For questions that cannot be resolved by the user, in addition to conventional inquiries by telephone or through the Fujisawa City website, the platform's inquiry form will allow the user to select e-mail or manned chat, or other means to meet his/her needs. The system for this service uses the intelligent platform Now Platform(R)* of ServiceNow(R)*, a no-code/low-code solution that allows city employees to develop and modify applications on their own, enabling centralized management of multi-channel inquiries. Inquiries can be centrally managed. By storing all inquiry response histories in the same system as knowledge, the platform can be used to develop FAQs based on the history and improve operator response, and can also be used by Fujisawa City to implement citizen service policies.

*ServiceNow and Now Platform are trademarks or registered trademarks of ServiceNow, Inc. in the United States and other countries.

≪Overview diagram of this center

■Roles of each company

Bellsystem24 will support the operation and construction of the contact center, as well as the introduction and deployment of the contact center system to all Fujisawa City employees. After the center is established, it will provide primary response to inquiries from citizens through a variety of channels, including telephone, e-mail, and manned chat, in accordance with citizen needs. In addition, the system supports self-help solutions for citizens by analyzing response history data accumulated as knowledge and tuning FAQs as needed.

Blueship will build the platform for the FAQ site, inquiry reception, and response history management, as well as operate and maintain the system.

■Future Development

In addition to the inquiry function, Blueship will also provide "Online Window Center" services that seamlessly link inquiries with electronic applications and cashless payments to complete procedures online and provide remote support by connecting telephone and video simultaneously, in order to realize Fujisawa City's goal of "no wasted visits to the office (anywhere). The company aims to realize a system in which procedures can be completed online in stages by providing an "online counter center" service that provides remote assistance via telephone and video at the same time. In the next fiscal year, we will provide services on the platform to improve convenience for citizens, such as accepting various applications related to childcare and online reservations for city-owned facilities.

Bellsystem24 and Blueship will continue to work with Fujisawa City to support the provision of services that meet the needs of individual citizens and help the city realize its vision of a digital city hall.

About Blueship

Various other municipalities are facing the same challenges of improving citizen services and calculating resources to solve new administrative issues.

Blueship will continue to propose and promote better services that are tailored to the issues and concerns of local governments, utilizing its knowledge of contact center system construction, and will make every effort to support DX for local governments.

Company Profile

Company name: Blueship Corporation

Representative: Daumi Keimatsu, Representative Director

　　　　　　 Representative Director: Hideaki Saito

Head Office: 17F Shibuya Cross Tower, 2-15-1 Shibuya, Shibuya-ku, Tokyo 150-0002, Japan

Established: March 18, 2004

Capital ： 30 million yen

Business : Service Transition,

　　　　　　 Digital workflow construction services,

　　　　　　 Digital transformation implementation support

Company website: https://www.blueship.co.jp/

About Bellsystem24

Bellsystem24 began providing Japan's first full-scale call center service in 1982. Since then, Bellsystem24 has developed a wide range of outsourcing businesses centered on contact centers, which are the points of contact between companies and consumers, and has created a standard model for the industry. Based on the operational expertise we have cultivated by combining the power of "people" and "technology," we have promoted initiatives such as supporting operational reforms and proposing optimal solutions to promote smooth communication between residents and local governments and between local governments and the local government DX, and have established our company's purpose as "a company that supports the enrichment of society through innovation and communication. We will continue to support the enrichment of society through innovation and communication.

Company Profile

Company name: Bellsystem24 Inc.

Representative: Shunsuke Noda, Representative Director, President and Chief Executive Officer

Headquarters: Toranomon 4, Toranomon, Minato-ku, Tokyo 105-6906, Japan

　　　　　　 Kamiyacho Trust Tower 6F, 4-1-1 Toranomon, Minato-ku, Tokyo, Japan

Established: September 20, 1982

Capital ： 100 million yen

Business : CRM solution outsourcing services / technology services / consulting services / staffing services

　　　　　　 technology services, consulting services, temporary staffing services, fee-based placement services, and CRO services related to CRM solutions

　　　　　　 Temporary staffing business, fee-charging employment placement business, and CRO business,

　　　　　　 Planning, production, sales, and marketing of various contents using the Internet and other media.

　　　　　　 Planning/production/sales of various contents using the Internet and other media, and management of services related to these businesses.

Company website: https://www.bell24.co.jp/

For inquiries regarding the introduction of this service, please contact

Contact: Bellsystem24 Inc.

TEL : 03-6896-6029

E-Mail: info_PublicDX@bell24.co.jp

Contact : Customer Success Team, Blueship Corporation

TEL : 03-6434-1210

E-Mail : contact_us@blueship.co.jp