デジタル監から東京都副知事に３つの質問「都のDX」「ユーザー視点」「キャリア改革」

Summary

This transcript highlights the challenges and progress in Tokyo's digital transformation efforts, particularly during the COVID-19 pandemic. The creation of the Digital Agency and initiatives to modernize public services, such as reducing the use of outdated technologies like fax, are key milestones. The transcript also discusses the importance of incorporating user feedback into digital services and fostering innovation across local municipalities. It emphasizes the need for a collaborative environment to advance public sector digitalization, with a focus on improving both policy and service delivery to meet citizens' needs.

Takeaways

• 😀 The digital reform in Tokyo faced many challenges, including the impact of COVID-19, which highlighted the need for a more efficient and modern approach to public services.
• 😀 The creation of Japan's Digital Agency was largely driven by the pandemic, as it became clear that traditional methods, like using FAX, were inadequate for handling large-scale crises.
• 😀 One of the key goals in the digital transformation was to eliminate outdated practices like FAX communication, which has now been reduced by 99%.
• 😀 KPIs (Key Performance Indicators) were introduced early in the digital reform process to track progress and make the results measurable, focusing on tangible goals such as reducing FAX usage.
• 😀 There was an emphasis on turning the traditionally negative 'reductionist' mindset in government work into a more positive, 'additive' approach where accomplishments were celebrated and visible.
• 😀 The Digital Agency's success was partly due to transparency and open communication about the challenges faced, which also contributed to building self-confidence within teams.
• 😀 The implementation of the 'DX Awards' at both the Tokyo Metropolitan Government and district levels encouraged friendly competition and innovation in digital transformation efforts.
• 😀 The importance of customer-centric design in digital services was highlighted, with a focus on ensuring public services meet the actual needs of citizens, not just what the government assumes they need.
• 😀 A strong emphasis was placed on conducting user testing before releasing new digital services, ensuring the actual usage behavior aligned with what was originally designed.
• 😀 The Tokyo government recognized the need to adapt its methods and foster a culture of innovation, including utilizing digital tools for disaster preparedness, and reinforcing the idea of 'One Public' service to unify efforts across departments.

Q & A

What was one of the biggest challenges faced during the digital reform in Tokyo?

One of the biggest challenges was during the COVID-19 pandemic, which exposed significant gaps in the digital infrastructure, especially in how the government communicated and handled public health data, such as using fax machines for interactions with public health centers.

What was the role of the Digital Agency in Japan during the pandemic?

The Digital Agency was established partly as a response to the pandemic. It aimed to address the issues highlighted by the crisis, including the outdated use of technology and the need for digital transformation in public administration.

How did the public react to the government's handling of digital services during the pandemic?

There was significant criticism from the public, media, and the legislative body. For instance, the government faced backlash for continuing to use fax machines for communication, which was seen as outdated and inefficient given the scale of the pandemic.

What steps were taken to address the challenges of outdated technology in Tokyo's administration?

A key initiative was reducing the use of fax machines, which has now decreased by 99%. The city also implemented measurable KPIs and dashboards to track progress, with a focus on reducing outdated practices like excessive faxing and copying.

How did the implementation of KPIs help with Tokyo's digital reform?

Implementing KPIs allowed for measurable progress and transparency. It also encouraged departments to focus on tangible improvements. By tracking key metrics, Tokyo’s government could visibly highlight progress and hold departments accountable, making digital transformation more effective.

What was the role of the 'GovTech Tokyo' initiative?

GovTech Tokyo is a new organization created to foster innovation in public-sector technology. It focuses on leveraging the startup ecosystem to improve digital services within Tokyo’s public administration.

How does Tokyo promote digital transformation at the local level?

Tokyo encourages local governments (ward and city-level administrations) to innovate digitally through the 'DX Award'. This initiative celebrates and recognizes the digital transformation efforts of local governments, motivating them to share best practices across the city.

What is the importance of customer-centricity in digital services according to Tokyo's approach?

Tokyo emphasizes the importance of creating digital services from the perspective of users, rather than the government. The city developed 10 principles for digital services, with the first principle focusing on customer-centric design, ensuring that services meet the real needs of the citizens.

What methods are being used to ensure user feedback is integrated into digital services?

User feedback is gathered through regular user testing before the release of new digital services. The city ensures that services are tested at various stages, including during the design phase with prototypes, to ensure they align with user expectations and needs.

What is the significance of fostering a public sector career culture, especially in the digital transformation context?

There is a growing need to attract talent to the public sector, especially in the digital field. By creating a clear career path and demonstrating the opportunities for growth and impact, Tokyo hopes to counter the decreasing interest in public sector jobs, with a focus on making public service a viable and rewarding career option.