Use Now Platform to support local government DX promotion, ServiceNow Japan to explain the latest situation to the public-Cloud Watch

On the 29th, ServiceNow Japan GK explained the local government’s efforts to promote support solutions for DX.

Sayuri Nozawa, Sales Manager of Corporate Sales Headquarters and Public/Social Infrastructure Sales Headquarters, and Sales Manager of ServiceNow Japan 1st Sales Headquarters, Sayuri Nozawa, said: “In order to realize local government DX, we will use the Now platform to support the construction of an environment that connects residents and social infrastructure. The government. Instead of a simple online application and inquiry or a portal environment for creating information links, digital workflow can be used to connect residents and governments and connect departments. By creating a platform environment that can be crossed, it is possible to correct horizontal flow and improve employee experience ( EX). The important thing is not to achieve them through human resources.”..

In addition, he also showed his focus on using Now Platform to expand the ecosystem. He said: “In order to achieve local government DX, various partners such as business systems, authentication systems, payment systems, etc. provide a high degree of specialization. The most important thing is to use Services and applications. The public sector ecosystem can provide the functions and services required by local governments to provide residents’ services.”

Deploy local government DX promotion support solutions on Now Platform

The company provides the Now platform, which enables end-to-end digital workflows. This is positioned as the “platform in the platform”.

ServiceNow’s local government DX promotion support solutions will also be deployed on the Now platform, “anytime, anywhere, multiple applications”, “citizens have no hesitation in single point of contact”, “connecting citizens and city hall digital workflow”, “data integration becomes It is said that it will realize the five points of “single database” and “open platform structure based on system collaboration.”

“The current state of local government services is that each service is isolated, such as the facility reservation system, library system, and electronic application system. The local government is natural because the competent authorities are different, but for residents. It is not user-friendly. Because it requires access to different sites and different IDs and passwords. This mechanism is different from the direction the government aims to create digital agents. In ServiceNow, portal functions, payment functions, and authentication functions can be used in common, while residents and governments face The problem can be solved.”

He also expressed his willingness to actively use Spoke to promote the ecosystem for the public sector.

Spoke is a module that enables Now Platform to work with other systems. It can already be connected to more than 850 types of external systems around the world. It can not only use administrator products such as Active Directory and Ansible, but also Zoom, Microsoft Teams, Box, DocuSign and various RPAs.

Mr. Nozawa of ServiceNow said, “API needs to be linked with services and applications provided by partners, but because it needs to be coded separately, there are problems that require professional knowledge and cannot be developed flexibly and quickly.” Only the protocol is supported, and connectors are also provided. Cooperating with partners can reduce the initial installation cost, installation load, and operating load. For frequent version upgrades, but after verification by the developer, it can handle the operation without checking, and the latest features can be used. By using Spoke, I want to use LINE to connect more closely with residents. The results of online application can meet the needs of outputting to forms or calling a robot to further rectify internal affairs. ”

It can also be linked with the “Just Service” electronic application service provided by the Cabinet Secretariat and the “gBizID” authentication system for legal persons and self-employed persons provided by the Ministry of Economy, Trade and Industry. Cooperate with many local governments. With Spoke, it is possible to create a usable environment without the need to develop separate APIs for each local government. “

Spoke is provided through the ServiceNow store. “ServiceNow Store also provides additional features of the products and solutions provided by ServiceNow, as well as applications originally developed by ISV partners on the Now platform. We will continue to work with ISV partners to meet the needs of the Japanese market. Realize a public framework to meet the needs of the Japanese market. Promote local government DX.”

In addition, the resident portal website is also explained as an example of local government DX promotion support solutions.

Residents access the Resident Portal from their smartphones and personal computers. Using the public personal identification service linked with Spoke and the payment platform developed by DG Fintech, identity verification and Web payment can be performed in the Web program, and the procedures and payments can be completed in one stop according to the guided operation. You can do it.

In terms of administrative staff, they can access the cloud platform from the business network through LGWAN to achieve efficient administrative affairs. Here, we used the “R-Cloud Proxy for ServiceNow” released by Ryobi Systems in May 2021. Support the use of digital workflow solutions on the Now platform.

ServiceNow Japan Enterprise/Public/Social Infrastructure SC Headquarters Consulting Solutions Consultant Kazuya Yamada said: “When you apply for a copy of the resident card electronically, you can do it as easily as buying a product on Amazon. This is done through my number card. Yes, and the payment is also done on the Internet. In each program, call the Spoke corresponding to each solution, and residents can complete these programs on one screen. In addition, you can also check the release progress on the page. Realize a cashless environment anytime, anywhere. On the other hand, the process information is sent to the staff in the form of electronic data, and the identity verification is carried out through face-to-face and paper-based methods. Without manual verification of the content, the issuance procedures can be processed immediately. , I can do it.”

Higashihiroshima City has established a single point of contact using the Now platform. In April 2021, the “Citizen Portal” will be opened to provide administrative services for Internet information sharing and process sharing. In the first step, we provide information release and information browsing of primary and secondary schools and kindergartens, local garbage collection notices, and city notices according to the required fields.

Mr. Yoshitaka Mori, Executive Sales Director of Public and Social Infrastructure Sales Department of ServiceNow Japan 1st Sales Headquarters, said: “Since the announcement of the case in Higashihiroshima City, the number of inquiries about residents’ portals has increased rapidly. In addition, the evaluation is very high, and ServiceNow does not provide packages. Previously, it was an example of launching a package that can meet the required functions, but ServiceNow provides a platform that uses the functions required by the service that the government wants. A mechanism that always brings innovation, Higashihiroshima City chose ServiceNow. This is why. In the future, municipal DX will shift from the package concept to the platform concept. ServiceNow will promote it.”

In addition, Mr. Nozawa of ServiceNow said: “By using the Now platform, residents can receive services anytime, anywhere on any device without hesitation. Managers can also do additional work through mobile data. We will create an environment where Focus on the work to be done as it increases. In addition, digital workflows can accumulate relevant data and promote the EBPM (Evidence-Based Decision Making) of local governments.”