Explaining examples of use and implementation of ChatGPT in local governments! Also introduces banned local governments

As a new communication method, the use and introduction of ChatGPT in local governments is attracting attention.
While this trend is progressing in a wide range of areas, some local governments have declined to use ChatGPT .

In this article, we will introduce examples of ChatGPT implementation in local governments. We will explore how we are achieving quality and efficiency improvements in local government services through a variety of reform examples, including supporting document creation and dialogue with citizens.

We provide information that will be useful for all those in charge of local governments who are interested in advanced use cases, not only to reduce the workload of staff and improve convenience for citizens.

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table of contents

What are the examples of ChatGPT use in local governments?

Case studies of local governments that have decided to introduce and utilize ChatGPT

1. Yokosuka City, Kanagawa Prefecture

2. Ibaraki Prefectural Government Office

[Solution]

3.Toda City, Saitama Prefecture

4. Shimada City, Shizuoka Prefecture

5. Echizen City, Fukui Prefecture

6. Kyoto City, Kyoto Prefecture

7. Iga City, Mie Prefecture

8. Kobe City, Hyogo Prefecture

9. Miyagi Prefecture Miyakonojo City

Case studies of local governments that have rejected the introduction and use of ChatGPT

Tottori Prefectural Government Office

Benefits of using ChatGPT in local governments

Disadvantages of introducing and using ChatGPT in local governments

[For local governments] How to use AI chatbots to help improve citizen services

summary

What are the examples of ChatGPT use in local governments?

The introduction of ChatGPT in local governments is rapidly spreading both domestically and internationally as part of a move to improve the efficiency and quality of citizen services.

For example, it is used in a wide range of fields , such as responding to inquiries from citizens, tourist information, information on administrative procedures, and providing event information .

By utilizing ChatGPT, it is possible to respond 24 hours a day, 365 days a year , dramatically improving the convenience of citizens. Additionally, multilingual support makes it easier to provide services to foreign citizens and tourists .

Case studies of local governments that have decided to introduce and utilize ChatGPT

Let's take a closer look at examples of local governments that have actually introduced ChatGPT. Details of each implementation case are also provided separately, so if you click on the link for cases that interest you, the page will be moved to the relevant location.

• ChatGPT has been introduced as a communication tool for citizens of Yokosuka City, Kanagawa Prefecture, responding to daily inquiries from residents to increase its efficiency and convenience.
  
  
• Ibaraki Prefectural Government Office
  We have been working on demonstrating a wide range of AI generation, from the introduction of AI chatbots using ChatGPT to AI matching services, and the VTuber "Ibaraki Hiyori" equipped with ChatGPT.
  
  
• Toda City, Saitama Prefecture
  We use ChatGPT to provide citizen support on the city hall website, and we are particularly strengthening our support through multilinguals.
  
  
• ChatGPT has been introduced on the official website of Shimada City, Shizuoka Prefecture, and has strengthened its ability to respond to inquiries such as city administration, events, and tourist information.
  
  
• Echizen City, Fukui Prefecture
  We have introduced a questionnaire and question-answer system for residents using ChatGPT, and have been made to make it easier to collect public voices.
  
  
• We have introduced an AI chatbot that automatically answers inquiries regarding the systems and procedures related to child-rearing policies in Kyoto City, Kyoto Prefecture, 24 hours a day, 365 days a year.
  
  
• By learning data such as minutes accumulated by Iga City, Iga City, Mie Prefecture, and manuals on administrative procedures, ChatGPT prepares new documents according to the instructions of staff, making it possible to improve business efficiency.
  
  
• We use ChatGPT as a health and welfare information service for the elderly in Kobe, Hyogo Prefecture.
  
  
• We are collaborating with a first-ever private company in Miyakonojo City, Miyagi Prefecture, to jointly develop ChatGPT's services for local governments. In addition, local governments are actively promoting the introduction of DX, including the introduction of AI chat bots and AI drills for elementary and junior high school students.

1. Yokosuka City, Kanagawa Prefecture

Yokosuka City, Kanagawa Prefecture (Reference: Yokosuka City)

[Background of introduction]

Yokosuka City is actively utilizing technology based on the "Smart City Promotion Policy" and "Yokosuka City Digital Government Promotion Policy" to ensure efficient and effective implementation of various operations.

The aim is to promote efforts to realize the happiness of citizens by focusing on work that only people can do and can only be done by humans .

[Original challenge]

• Data analysis
  I would like to compile data from all over the country and prefectures and analyze it from a new perspective, but due to the large number of data, it takes quite a long time to manually import the data.
  Furthermore, even if you collect automatically, you cannot do this task on your own unless you have high Excel skills.
  
  
• Responding to staff who are not good at administrative tasks
  I sometimes struggled with the structure and how to express the text when communicating with external businesses and creating shared documents within the department.
  It also took time to put bullet points into writing, as there could be some difficulties in reading or the content could be incomplete.
  
  
• Responding to work that requires a lot of work burden
  It took time to think about a sentence that explains the survey outline in an easy-to-understand way even for high school students, and there were mistakes such as typos, so the workload for staff was heavy.
  Furthermore, there were some incomplete structures, making it difficult to read, and some things that were difficult to convey to the reader what they wanted to convey.

[Solution]

All staff have formulated goals to utilize ChatGPT across the entire agency. It can be used to create sentences, summarize sentences, check for typos, and create ideas.

Using the knowledge gained as Japan's first local government to introduce ChatGPT, we aim to innovate administrative agencies across the country in the future.

Yokosuka City, Kanagawa Prefecture (Reference: Yokosuka City Business Planning Department Digital Government Promotion Office)

【effect】

• Approximately half of the staff actually used it
• Of the final survey respondents, approximately 80% of staff responded to the questionnaire, saying, "I want to continue using the service"
• User interviews revealed that the effect of shortening the work
• Estimates for shortening work hours in document preparation work (approximate)
  1,913人×29.3%×10分×243日 ≒22,700時間/年

2. Ibaraki Prefectural Government Office

[Background of introduction]

In order to meet diversifying administrative issues and the needs of prefecture residents, Ibaraki Prefecture is working on the "DX Promotion Project" to create new administrative services using digital technology and promote business reforms, and one of the themes for this year will be conducting a demonstration experiment to realize "business reforms using generation AI."

Among these, it is ranked third in the DCI (Digital Capability Index), which indicates the digital level of prefectures, and its efforts are also recognized by third-party organizations.

[Original challenge]

1. The unmarried rate in Ibaraki Prefecture at the age of 50 (2020) was 28.85% for men and 14.65% for women, making it more prominently unmarried and later marriages.
2. It has been ranked the lowest in the prefecture's attractiveness ranking for six consecutive years, and there is a need to increase the number of opportunities to come into contact with programs and articles on topics related to Ibaraki Prefecture. However, it is difficult to increase exposure on television, magazines, etc.
3. The burden on staff during periods of time when inquiries are concentrated in enquiries is large and needs to be reduced. There was also a need to reserve time for other tasks.

[Solution]

1. Introduces AI marriage support operated by prefecture
   
   
   
   Reference: Ibaraki Encounter Support Center)

2. In order to spread the appeal of the prefecture both domestically and internationally, the first local government-certified Vtuber, Ibaraki Hiyori, has been appointed. The AI ​​voice dialogue avatar "AI Avatar AOI" system is linked to the Ibaraki Hiyori. This is the first time in Japan to turn local government-certified VTubers into AI.
   
   
   *Reference:PR TIMES

3. As part of creating an environment where staff can focus on the tasks truly necessary for the improvement of prefectural services and the development of Ibaraki Prefecture, we have introduced it to 14 types of services (chatbots) in which AI automatically responds to inquiries from prefectural residents.
   
   Reference: Ibaraki Prefecture official website

【effect】

• The number of couples with members who have started dating has exceeded 1,000, more than tripled since 2020.
• VTubern's first initiative to be the first local government to be reported, and was featured in the BBC in the UK.
• We provide services that allow you to respond promptly to inquiries 24 hours a day, 365 days a year
• Reduces the burden on staff during periods of inquiring and allows time to perform other tasks

3.Toda City, Saitama Prefecture

Case studies on ChatGPT implementation in Toda City, Saitama Prefecture

[Background of introduction]

By utilizing ChatGPT, we will identify areas where automation and efficiency can be achieved in local government operations, propose improvements to those areas, understand the risks and risks, and verify methods for safe use, thereby contributing to the promotion of business reforms in local governments.
Reference: AI initiatives in Toda City

[Original challenge]

• Procedures at the city hall window take time for both the city and the corresponding staff to understand the matters in common, and it takes a lot of effort to respond.
• Issues with windows such as "I don't know what windows to proceed with," "I can't understand the application," and "I don't know how long it takes to proceed."

[Solution]

Through dialogue through text input from a computer or smartphone, AI will respond to inquiries such as child-rearing, moving/address procedures, how to take out garbage, resident registration, family register, and requests for various documents, and by ultimately directing the response results to the city's official website, we have introduced an AI comprehensive information service that will guide you through the necessary administrative services and procedures.

By connecting the city that visited the city and the window staff who continue to do the work, and by shortening the time required for both the city that visited the city hall and the staff who respond to the work, we will achieve a comfortable window staff.

reference:

• AI General Information Chatbot in Toda City, Saitama Prefecture
• Details of AI General Information Service in Toda City, Saitama Prefecture

It was selected as a joint system development project for cloud-based smart counters that utilize AI. We will build an application form preparation support system that allows you to easily complete administrative procedures from smartphones, etc. using AI chatbots. In addition, the data will be registered in a database that is linked to the agency's information system, and AI will review the application information on behalf of staff, thereby developing an AI application review support system that will streamline the work such as review.

Toda City, Saitama Prefecture: Demonstration image of a response service for citizens using generated AI (Reference: Ministry of Internal Affairs and Communications' 2020 budget "Local Government AI Joint Development Promotion Project")

In the fixed asset tax administration, AI will automatically identify changes in the house over time from input data such as aerial photographs from the two periods, aiming to improve the efficiency of the work of understanding taxable guest subjects. Toda City uses aerial photography AI analysis for fixed asset tax in its business.

【effect】

• Reduce waiting times
• Securing reservation times
• Optimizing human resources

Further issues were also mentioned:

• Reservation restrictions
• Unfairness to non-reservation users

Reference: Research and Research on ChatGPT in Toda City, 2023 Guide to using AI for generating ChatGPT and other information in local governments (case and materials)

4. Shimada City, Shizuoka Prefecture

Shimada City, Shizuoka Prefecture ChatGPT Installation Example 1

[Background of introduction]

Taking into account the advantages and disadvantages of ChatGPT, the DX Promotion Division has begun to investigate various possibilities for use within the agency, such as issues relating to business efficiency and implementation and operation.

Reference: April 27, 2023 Mayor Strategy Department DX Promotion Division Promotion Division Regarding the promotion of Shimada City DX Promotion Plan

[Original challenge]

1. Aiming to improve business efficiency
   • Summary and revision of the mayor's greeting written by the department in charge
   • Helping with Excel functions
   • Advice on business planning
2. Use with improved expertise
   • Supporting multilingual translation
   • Definitions and explanations of technical terms, summary and explanations of information about specialist fields, and use for questions, etc.

[Solution]

Reference: [Shimada City DX Promotion Plan (draft), Shizuoka Prefecture, revised February 2022, month 2024, 2024))

A demonstration experiment was conducted in late August 2023 in preparation for the full implementation of a system that meets the national security standards required and runs on a comprehensive administrative network dedicated to staff at all agencies.

【effect】

• Approximately 40% of staff use it to some extent.
• Over 80% of staff feel that work efficiency will improve.
• Over 60% of staff want to continue using the generated AI in their work.
• Full-scale system introduction at all offices starting December 2023

The challenges obtained through the demonstration experiment were mainly how to use them and the ability to ask questions . Below are the results:

• Approximately 40% of the data are used to search and survey information that are unsuitable for use.
• Approximately 30% of the use is written by drafting, summarizing, and proofreading.
• It is necessary to improve staff questions through face-to-face and online training.

reference:

• Shimada City, Shizuoka Prefecture November regular press conference materials November 1st, 2023 Mayor Strategy Department DX Promotion Division Regarding the introduction of Generated AI (Chat GPT)

5. Echizen City, Fukui Prefecture

[Background of introduction]

Echizen City has decided to consider whether ChatGPT can be used for business purposes, for the first time in a local government within the prefecture and has begun verification work.
The policy is to not be bound by precedents, but to transform an organization into an efficient and fast-paced organization that can tackle administrative issues without being bound by precedent, by utilizing digital technology, eliminating unnecessary rules, and flexibly formulating policies, and to improve citizen services and improve the motivation of staff.

Reference: Summary of meeting minutes, etc. First meeting of Echizen City Administrative and Finance Structural Reform Promotion Committee Date and time: Friday, June 30th, 2023

[Original challenge]

• With the arrival of a declining population and an aging society, diversifying and complexity of residents' needs, there is a growing demand for more advanced administrative management.
• Traditional administrative and financial reforms focusing on the organizational culture of city halls, administrative processes, and "reductions" have made it difficult to respond to these changes, which are causing staff fatigue and declining citizen services.

Reference: 2024 Challenge of Echizen City Administrative and Financial System Reform Plan 2024

[Solution]

Example of ChatGPT introduction in Echizen City, Fukui Prefecture 2 Source: Echizen City, Fukui Prefecture Summary of the original budget (draft) for fiscal year 2024)

• Use of internal staff
  • We will soon be using a system that answers questions based on various plans, rules, meeting minutes and national and prefectural information, and will be useful in creating materials when planning policies. In addition to shortening the creation time, we expect the effect of incorporating cross-department perspectives into the planning by understanding information from the entire agency.
    
    
• Services for residents
  • It is used to answer questions about general lifestyles, such as administrative procedures related to moving in and out of children, housing-related subsidies, garbage sorting, and tourism. The trials will be conducted only within the agency, and each staff member will enter questions expected in the work involved to confirm practicality.

Reference: Echizen city answers residents' questions with "ChatGPT" - Moving out and transfer procedures, garbage sorting, housing subsidies... Tests for introduction

【effect】

• Estimated that when used in internal affairs, it will reduce the number of hours per employee by 60 hours a year.
• Regarding the quality of work, 77% of staff responded that it would improve.
• It is said to lead to increased efficiency and sophisticated operations, and aims to fully implement it as early as 2024.

On the other hand, there are also the following points:

After examining the services for residents, which are intended to answer questions about administrative procedures and general lifestyles, the accurate percentage of responses was only 58%. The city's Digital Policy Division says it will "keep closely at future technological innovations" as it is not at a level that citizens can use with peace of mind.
Source: From Fukui Shimbun Digital

Reference: The results of introducing ChatGPT tests in their work... What benefits were found by staff? Echizen City summarizes the results of verification October 12, 2023

6. Kyoto City, Kyoto Prefecture

Kyoto City, Kyoto Prefecture Example of ChatGPT introduction

[Background of introduction]

The purpose of using digital tools, promoting the child-rearing environment in Kyoto City, and systematically disseminating the comprehensive child-rearing support measures

[Original challenge]

It was also necessary to "inquiries" work on sites that consolidate various child-rearing support information across other departments into apps and sites.

[Solution]

Introducing an AI chatbot that automatically responds to inquiries regarding systems and procedures related to child-rearing policies 24 hours a day, 365 days a year

Kyoto City AI Chatbots for Childcare

【effect】

The AI ​​chatbot service was just launched in January 2024, but has launched an even more attractive update as a tool that allows you to collect information on child-rearing. The purpose is to ensure that people who are in the midst of raising children can accurately convey information and make use of it.

7. Iga City, Mie Prefecture

[Background of introduction]

As society has progressed with declining birthrates and aging populations, and declining populations, social issues such as a decline in labor productivity, a reduction in the scale of the economy, and an increase in social security expenses have become more serious.
On the other hand, the number of staff providing administrative services needs to be reduced to suit the population size that is decreasing.

At the same time, administration is required to provide sustainable administrative services while meeting diversifying citizen needs, and administrative affairs need to be made more efficient through all means, including digital.

Reference: Regarding the collaboration agreement between Iga City and FIXER Inc. regarding AI administrative service demonstration project using ChatGPT

[Original challenge]

• The population within the administrative area has been on a downward trend since the 2005 fiscal year (100,623 cases), after the merger, and population declines due to a declining birthrate and aging population.
• In order to provide consultations that span multiple fields, to meet the needs of the gaps, to support custom-made tasks that suit each individual's situation, and to support them with accommodating while being closely accommodating, it is necessary to improve work efficiency and optimize human resources.

New internal cooperation in Iga City, Mie Prefecture: Baking soda-like support system

reference:

• Iga City, Mie Prefecture: Current status analysis and problem extraction
• Iga City, Mie Prefecture We will create a new system of internal cooperation

[Solution]

We have conducted a demonstration experiment on AI administrative services using ChatGPT, which is a service that handles the construction and operation of the cloud, including the introduction of FIXER Co., Ltd.'s Azure cloud infrastructure, in collaboration with Cloud Configuration, a service that handles all the management of systems on the cloud, and responds to failures, in order to improve resident services and reduce the burden on staff .

Contents of AI administrative services demonstration experiment using ChatGPT between Iga City and FIXER Inc. (Reference: Regarding the collaboration agreement between Iga City and FIXER Inc. regarding AI administrative services demonstration project utilizing ChatGPT)

【effect】

It is currently being demonstrated until March 31, 2024. The following are expected to be the expected effects if implemented:

To improve residents' services

• Contact us that can be immediately available 24 hours a day, 365 days a year
• Countermeasures against digital divides by responding to voice inquiries
• Promotion of a multicultural symbiotic society by supporting multiple languages

To reduce the burden on staff

• Reduced staff response times for inquiries from telephones, counters and city websites
• Reduced work hours for preparing and summarizing minutes
• Reduced time for staff responses regarding in-house inquiries (automated and immediate responses to inquiries regarding in-house administrative procedures by consolidating manuals, etc.)
• Reduce work hours by supporting the creation of administrative documents, etc.

8. Kobe City, Hyogo Prefecture

[Background of introduction]

Kobe City, Hyogo Prefecture: The significance of introducing ChatGPT

• Verification of whether the usage environment built by Kobe City can be used safely and appropriately
• Brushing up verification guidelines for full-scale use
• Collect ideas on how to use it when using it for business purposes and accumulate knowledge for effective use
• Collecting issues and problems when using business
• Verification of usage costs and business improvement effects when using the service in earnest

[Original challenge]

ChatGPT Usage Case Studies in Kobe, Hyogo Prefecture

• It takes time to select what you want to post from daily press release materials and create a post that is easy to understand and summarize within the maximum number of characters X (Twitter) within 140 characters.
• It is necessary to shorten the time it takes to set up questions (arrange the objective requirements, set up questions) when creating a survey
• It is necessary to create an environment where staff can use the service with peace of mind by ensuring safety.
• It is necessary to formulate a prompt ordinance for use of ChatGPT without waiting for legislation to be established.

[Solution]

Examples of ChatGPT Usage in Kobe, Hyogo Prefecture

• The trial use was carried out under an environment developed by Kobe City in its own way.
• Microsoft's Azure OpenAI Service is designated as "the mayor separately sets its safety as confirmed" as stipulated by the "Ordinance on the Promotion of Administration Using Information and Communication Technology, etc."
• The staff creates a tool to connect Microsoft Teams, a chat tool for Kobe City staff, to Azure OpenAI Service, in-house, and creates a unique usage environment.

【effect】

Taking into account the results of the demonstration experiment, we have begun full-scale use of the Generated AI for all Kobe City employees starting on Thursday, February 1, 2024 .

• At the time of the interim survey, 90% of trial users responded that they would "improve work efficiency."
• In the final survey, almost everyone responded that it would improve work efficiency. The exchange of opinions and the introduction of GPT-4 also supported positive evaluations.
• During the trial use period, all staff were able to use the service without any problems.
• When using the service on trial, appropriate use was made through the formulation of usage guidelines and holding information sessions.
• We were able to collect new ways to use it, such as "creating customer journey maps using persona settings."

This kind of finding was also obtained.

• In order to promote utilization within the agency, a "prompt case collection" will be provided to staff.
• To encourage employees who have no understanding or interest in ChatGPT, and who do not believe they can be applied to their own work, use it.

reference:

• Kobe City, Hyogo Prefecture, will begin utilizing the AI ​​generated
• Report on verifying ChatGPT trial use in Kobe City Kobe City Planning and Coordination Bureau Digital Strategy Department December 2023

9. Miyagi Prefecture Miyakonojo City

[Background of introduction (continued)]

• In the declaration on promoting digitalization in citizen services, the declaration on promoting digitalization in Miyakonojo has formulated it as the area that should be most focused on.
• By using digital, it is necessary to create a society where each individual can choose a service that suits their needs and realize diverse happiness.

[Original challenge]

• It is necessary to create a safe and secure social environment by ensuring transparency of the subjects, purpose and content of information, and protecting personal information and privacy.
• When using digital technology, operational and financial sustainability must be ensured.
• When building and operating a data linking infrastructure, it is necessary to enable data exchange and utilization across fields and regions, ensuring an open data distribution environment.

[Solution]

Miyakonojo City DX Promotion Plan Plan Direction (Reference: Miyakonojo City DX Challenge Project Implementation Guidelines)

• In addition to jointly developing a platform with Shift Plus Co., Ltd. that allows local governments to utilize ChatGPT in a safe environment, they will conduct research into the possibilities of use in the administrative field, assuming that they do not handle personal information or sensitive administrative information.
  
  
• This is the first case in the country to jointly develop the company.
• We will improve citizen services by making city government information that has been frequently enquiries from citizens, etc., in a conversational format, regardless of time or place.
  
  
• We will introduce AI drills to support elementary and junior high school learning, aiming to improve academic ability.
  
  
• Promotion of local government use of AI and RPA
  We aim to automate tasks that have a large similar process among the tasks carried out on a PC. Furthermore, the company will use technology to analyze and read handwritten or printed characters, thereby saving labor in administrative work.

Reference: Miyakonojo City DX Promotion Plan - Aiming for digitalization that is kind to people and not leaving anyone behind - (Implementation Plan) revised edition for 2023

【effect】

Miyagi Prefecture Miyakonojo City: ChatGPT for LGWAN platform that allows local governments to utilize ChatGPT

• "ChatGPT for LGWAN," a platform that allows local governments to use ChatGPT
• The optional feature "Universal AI", which allows you to generate answers based on unique information that is currently being held during the demonstration experiment, will also be officially released in 2024.
• Free trials at other local governments also started

In addition to the cases introduced above, ChatGPT is being used in a wide range of fields, including business, medical, finance, and creative industries.

For more information, please check out the article below to introduce 50 examples of use.
➡️50 examples of using ChatGPT! A thorough explanation of examples from companies, local governments, and educational settings!

Case studies of local governments that have rejected the introduction and use of ChatGPT

Not all local governments have decided to introduce ChatGPT. The reasons for not posting the introduction include budget restrictions, technical hurdles, and concerns about privacy and security.

For example, small municipalities may lack budgets and human resources to implement and operate ChatGPT. In addition, from a data protection perspective, ChatGPT may not be trusted as a way to manage citizens' personal data .

Careful local governments have chosen to continue using the traditional approach until they deepen their understanding of AI technologies, including ChatGPT, and find ways to protect privacy without diminishing the quality of service provision to their citizens. There are also local governments watching the situation to consider adoption in the future.

Tottori Prefectural Government Office

At the Tottori Prefectural Government, the governor of the Tottori Prefectural Government has developed his own opinion that "it's more democratic to act steadily than to utilize ChatGPT." This has been announced that it will be prohibited for staff to use ChatGPT, including restrictions on computers for staff in prefectural government operations.

• Tottori Prefecture Governor Hirai Shinji About the regular press conference chat GPT Nihonkai Shimbun

https://youtu.be/_ATKeXd6PrQ?si=AUsfu9ejOWpx6j2W

Reference: Asahi Shimbun Digital Tottori Prefecture bans ChatGPT in business Governor: "Geemy Chi"

Benefits of using ChatGPT in local governments

Using ChatGPT in local government operations is a powerful tool to simultaneously improve citizen services and improve operational efficiency.

Here we will explain the main benefits that local governments can gain from introducing and using ChatGPT.

Improve citizen engagement

• By utilizing ChatGPT, communication with citizens can be stimulated and the information required can be provided in a timely manner.
• It is expected that the satisfaction of citizens will be improved.
  
  
  Business efficiency
• ChatGPT can answer frequently asked questions from citizens instantly, reducing the burden on administrative staff and allowing them to concentrate on specialized work.
  
  
  Improved accessibility for citizens
• ChatGPT's 24/7 service allows citizens to answer questions anytime, anywhere.
• Improved support during non-working hours, such as outside hours and weekends.
  
  
  Improved multilingual support
• By utilizing ChatGPT, dialogue in a variety of languages ​​will be possible, expanding the scope of non-Japanese speakers.
• It is expected to contribute to regional internationalization.

ChatGPT is attracting attention as a powerful tool to accelerate DX in local governments.
However, in order to maximize the benefits, it is important to have an appropriate implementation plan and an operational system . It is necessary to understand the business characteristics of local governments and to optimize the functions of ChatGPT and make continuous improvements.

--

Disadvantages of introducing and using ChatGPT in local governments

When local governments implement ChatGPT, there are also some disadvantages to consider. The main concerns include technical issues, privacy protection, and initial investment costs.

Here we will explain in detail the disadvantages that local governments may face when using ChatGPT.

Technical challenges

• ChatGPTやその他のAIチャットボットの導入には高度な技術が必要であり、継続的なメンテナンスやアップデートが必要。
• 技術の内製化が難しく、外部ベンダーへの依存度が高まる可能性がある。
  
  
  プライバシー保護とセキュリティ
• 市民の感度の高い情報を処理するため、厳格なプライバシー保護とセキュリティ措置が必要。
• 導入と運用の両面でプライバシーとデータの安全性を考慮する必要がある。
  
  
  機械的な応答
• チャットボットは即答性に優れるが、複雑な感情やニュアンスを理解することが困難。
• 高度な人間的判断や共感を必要とする状況では、市民の満足度が低下する可能性がある。
  
  
  初期投資コスト
• 導入初期にはシステムの設計や開発にかなりの投資が必要。
• 特に小規模な自治体では予算の制約がデメリットになる可能性がある。

自治体がChatGPTを導入する際には、これらのデメリットを十分に認識し、適切な対策を講じることが求められます。メリットとデメリットを比較検討し、自治体の実情に合わせた最適な活用方法を模索することが重要です。

【自治体向け】市民サービス向上に役立つAIチャットボットの活用法

自治体が目指すべき一つの目標は、市民のQOLの向上です。通常のビジネスであれば、サービス接点におけるコンバージョン率（CVR）の向上といっても良いかもしれません。

AIチャットボット、特にChatGPTは、市民が求める情報やサービスへの案内を効率良く行うことで、業務効率の向上だけでなく市民が自治体を利用する際の利便性向上にも寄与する可能性があります。

CVRの説明

Explaining examples of use and implementation of ChatGPT in local governments! Also introduces banned local governments

例えば、あるオンラインフォームへのアクセス数が1000回で、そのうち100回が実際にフォームの送信に至った場合、コンバージョン率は10%となります。

コンバージョン率は、高い方が良いという考え方もありますが、実際に使っている市民、利用者の声を聞いて満足感の向上に努めることをお勧めします。

ChatGPTを活用することで、問い合わせ対応の自動化や簡素化を実現し、市民のニーズを満たす事ができます。
また、対話式のチャットボットは、市民が自ら電話をかけたり、実際に足を出向くことに比べるとより手軽であるというメリットがあります。

AIチャットボットの導入は長期的な視点で見ればコスト削減に寄与し、行政サービスの品質向上という効果をもたらします。

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➡️チャットボットの評価指標や効果測定の手順をわかりやすく解説！

summary

自治体でのChatGPT導入は、市民サービスの向上と業務効率化を促進する上で重要なステップです。この記事では、ChatGPTの基本概念、導入されている自治体の具体的な事例、自治体における導入メリットとデメリットなどを詳しく解説しました。また、AIチャットボットがCVR向上や改善にどのように寄与するか、そしてFirstContactが提供するチャットボットサービスや課題解決型AIチャットボットについて紹介しました。

導入事例から学ぶことは多く、自治体ごとのニーズに応じたカスタマイズやサポート体制が整っていることが分かります。FirstContactのような信頼できるパートナーと連携することで、自治体は市民との良好な関係を構築し、高品質なサービスを提供することが可能です。

ChatGPTの活用は今後も注目され、自治体におけるデジタルトランスフォーメーションを推進する一助となることでしょう。継続的な技術の進化と共に、市民のみならず行政職員の働き方にも革新をもたらす期待が集まっています。

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