This report summarizes the results of a survey project on accompanying support and considerations for administrative service design conducted by the Ministry of Economy, Trade and Industry in FY 2024.
Against the background of digital technology advancement and diversification of citizen needs, providing administrative services from a more user-oriented perspective is required. Administrative service design is an approach aiming to achieve both improvement of user experience (UX) and operational efficiency.
This survey organized theoretical foundations of administrative service design, analyzed advanced domestic and international cases, and conducted demonstration experiments in actual administrative settings. The applicability and effects of service design methods in the administrative field were verified in detail.
Survey results confirmed effects including procedure simplification, waiting time reduction, and satisfaction improvement through user-oriented service design. On the other hand, challenges were also revealed including organizational culture transformation, staff skill improvement, and strengthening inter-departmental cooperation.
It was pointed out that successful introduction of administrative service design requires top management commitment, construction of continuous improvement processes, staff consciousness reform, and continuous dialogue with users.
The survey results are expected to be utilized as important reference materials for future administrative service reform and public service system improvement.