Computer system and data processing method

Abstract

To realize an administrative system which can predict the needs of users through information on administrative services to the users, thus can inform comprehensive services appropriate for the users.MEANS FOR SOLVING THE PROBLEM: Disclosed is a computer system 10 for administrative services, which comprises a control unit 100 in which a processor executes data processing for informing administrative services to users based on the user's request for administrative support, and the control unit informs the users of related services based on the inclinations of the users receiving the information about the administrative services.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to a computer system and a data processing method that performs information processing to guide users, such as citizens and corporations who desire government support, to appropriate government services, and also to guide related services to users who have been guided to the government service. [Background technology]

[0002] In recent years, the promotion of DX in government services has been attracting attention. This refers to local governments and government agencies using information technology such as IT and digital technology under the principle of digital transformation to improve organizational processes and services, and to provide administrative procedures and public services to citizens and stakeholders efficiently and effectively, thereby aiming to increase their convenience and satisfaction.

[0003] Therefore, local governments and other government agencies are aiming to strengthen communication with citizens, collect data for administrative activities, and then analyze and utilize that data to formulate effective policies and provide appropriate services to citizens, as well as to create new value, such as digital businesses, in collaboration with a variety of entities, both public and private.

[0004] A known conventional technology that can be used to process administrative services is a procedure processing system that determines a set of procedures to be provided to each user as a one-stop service without retaining information on users who may or may not use the service, and without previously associating a set of procedures with each specified theme (Patent Publication No. 2022-135378).

[0005] A life event processing device is also known that is capable of customizing and providing information regarding procedures and the like required for a user for each life event related to that user (JP Patent Publication 2009-288862).

[0006] In addition, a dialogue system is known that analyzes and utilizes a user's SNS-related information, etc. to analyze the user's mental state, and provides advice via SNS, allowing the user of the system to have a warm conversation as if they were talking to a human (Patent Publication No. 2022-807). [Prior art documents] [Patent documents]

[0007] [Patent Document 1] JP 2022-135378 A [Patent Document 2] JP 2009-288862 A [Patent Document 3] Patent Publication No. 2022-807 Summary of the Invention [Problem to be solved by the invention]

[0008] However, even if the above conventional technology is applied to an administrative system for administrative service DX, there is a problem that it is not sufficient to guide users to appropriate services. Therefore, the present invention aims to realize an administrative system that can predict the needs of users through the guidance of administrative services to users, and thereby guide users to appropriate comprehensive services. [Means for solving the problem]

[0009] In order to achieve the above object, the present invention provides a computer system for administrative services, the computer system including a processor and a control unit that executes data processing for introducing administrative services to a user based on a request from the user for administrative support, the control unit introducing related services to the user based on the user's tendency to receive the introduction of the administrative services. The present invention also provides a data processing method for administrative services. Effect of the Invention

[0010] According to the present invention, it is possible to realize an administrative system that can predict the needs of users through guidance of administrative services to the users, and thus can guide the users to appropriate comprehensive services. [Brief description of the drawings]

[0011] [Figure 1] FIG. 1 is a hardware block diagram of a computer system that executes information processing for providing appropriate administrative services to users who desire administrative support. [Diagram 2] 4 is a functional block diagram of a service guidance operation realized by a control unit executing a program. FIG. [Diagram 3] 13 is an example of a service guidance history management table. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0012] Hereinafter, an embodiment of the present invention will be described with reference to the drawings. Fig. 1 is an example of a hardware block diagram of a computer system 10 that executes information processing to introduce appropriate comprehensive services to users who wish to receive government support. A comprehensive service is a combination of government services and related services that accompany them. The computer system 10 is composed of a server, and has a function of receiving requests from users to the government, such as applications, notifications, consultations, questions, etc., executing data processing based on the requests, and creating responses.

[0013] The response function includes a basic response function that introduces administrative services that directly respond to the request, an administrative service introduced to the user, and a related response function that introduces related services to the user, taking into account the user's tendencies. As an example of the former, in response to a request that leads to administrative support, such as a request to submit a moving-in notification to a local government, a request for advice on what procedures to follow after moving, or a request for advice on what procedures to follow to care for a family member, the computer system introduces administrative services that directly respond to the request, such as introducing a form for a moving-in notification, introducing a window for submitting a moving-in notification, introducing how to submit a moving-in notification, and introducing how to apply for nursing care certification.

[0014] As an example of the latter, the computer system introduces related services related to the notification of moving in, for example, services that offer benefits to new residents, private services such as restaurants and sports gyms, and public services such as services aimed at building a community with local residents, based on the user's psychological and behavioral tendencies. If the psychological change for estimating or determining the user's tendency indicates, for example, the user's anxiety, the computer system recommends public services, and if the psychological change indicates the user's expectation, the computer system recommends private services such as restaurants and sports gyms. In addition to psychological changes, there are behavioral changes as factors for estimating the user's tendency. Behavioral changes indicate whether the user used the introduced service or not, or the user's mode of service use, such as the frequency of service use and the period of service use. Other factors include the user's evaluation of the proposed service. Related services may be those that complement government services according to the user's tendency.

[0015] The computer system analyzes the user's tendency by a program and reflects the result in the guidance of administrative services and related services, especially in the data processing for the guidance of related services. The computer system can determine the psychological change of the user based on the behavior of the user, such as eye movement, face movement, gaze direction, walking speed, walking range, etc.

[0016] Clarify the types of data used by the computer system. The types of data include user attribute data such as the user's name, age, address, occupation, contact information, and gender if necessary, user-related data other than user attribute data that further explains the user's situation, and external factor data based on factors other than the above.

[0017] User-related data supplements user attributes, including the user's requests for administrative services (notifications, procedures, questions, consultations, etc.), the user's status (student, family composition, place of employment, working away from home, etc.), and hobbies and interests.

[0018] External factor data includes video data from a camera capturing the user's behavior and facial expressions, audio data from a microphone such as the volume, pitch, and intonation of the user's voice, data entered by administrative staff observing the user's facial expressions and behavior, the user's behavioral history regarding the introduced services, the user's evaluation data regarding the introduced services, and environmental data such as season, weather, and temperature.

[0019] The computer system appropriately combines these data to determine administrative services and related services suitable for the user and introduces them to the user. For example, the computer system determines administrative services suitable for the user based on the user attribute data and request data of user-related data, and introduces them to the user. The computer system determines related services based on the administrative services introduced to the user, user-related information, and the results of an analysis of the user's tendencies. The results of the analysis of the user's tendencies include the user's psychological changes and behavioral changes. The behavioral changes can be estimated or determined from the user's behavioral history in response to the introduced services.

[0020] Based on the above, the hardware configuration of computer system 10 will be described. FIG. 1 is a block diagram thereof. In FIG. 1, computer system 10 is realized by a server. The subject that uses computer system 10 is a person in charge of a government agency such as a local government, or a user. A user can use computer system 10, for example, via a digital window at the government agency or an avatar. Computer system 10 comprises a control unit 100, an input / output unit 111, and a memory unit 112. Each unit is connected by a BUS 113 or the like.

[0021] The control unit 100 is composed of control resources such as a processor, and executes a program for informing users of administrative services and related services. The functions of the program may be realized by hardware such as an LSI. Moreover, each element shown in FIG. 1 does not need to be physically separated, and one element may serve the functions of the others. Moreover, the computer system 10 may be equipped with input devices and output devices that are equipped in a general computer.

[0022] The control unit 100 can access a terminal device 20 outside the computer system 10 via an input / output unit 111. The terminal device 20 includes a terminal device 21 at an administrative service counter, a terminal device 22 operated by a user, a camera 23, and a microphone 24. A user's request is supplied to the input / output unit 111 of the computer system 10 by inputting the request to the terminal device 21 by a person in charge at the administrative agency. The user may also directly supply a request to the input / output unit 111 via the terminal device 22.

[0023] The memory unit 112 comprises a basic response requirement data memory unit 200, a related response requirement data memory unit 201, a service memory unit 202, an external event data memory unit 203, and a service information history memory unit 204. The basic response requirement data is data required by the control unit 100 to execute a program and provide information about administrative services (basic response). The related response requirement data is data required by the control unit 100 to execute a program and provide information about related services (related response).

[0024] The service storage unit 202 stores information such as service contents that is necessary for the control unit 100 to execute a program and provide service information. The service storage unit 202 stores a plurality of combinations of correspondence between a plurality of patterns of basic response requirement data and a plurality of patterns of administrative services, and between the administrative services and the plurality of patterns. Furthermore, the service storage unit 202 stores a plurality of combinations of correspondence between a plurality of patterns of related response requirement data and a plurality of patterns of related services, and between the related services and the plurality of patterns.

[0025] The external factor data is data outside the user, and includes input data from the camera 23 and microphone 24, and environmental data such as weather. The external factor data storage unit 203 records image data of the user, voice data of the user, and climate data related to weather and temperature. The external factor data also includes observation data of the user, such as facial expressions and behavior, observed by a person at a government agency through the terminal device 21. The service guidance history recording unit 204 records history information (management table) of guidance on government services and related services for each user who requested a government service.

[0026] When the control unit 100 receives data from the terminal 20, it stores the data for each user in one or more of the following storage units according to the type of data: the basic response requirement data storage unit 200, the related response requirement data storage unit 201, and / or the external event data storage unit 203. Depending on the type of data, one piece of data may be stored in more than one storage unit. For example, data on a request for user-related information is recorded not only in the basic response requirement data storage unit 200 but also in the related response requirement data storage unit 201.

[0027] Next, the service guidance operation realized by the control unit 100 executing the program will be explained using a functional block diagram. FIG. 2 shows the functional block diagram. The administrative service guidance module 300 refers to the service memory unit 202 based on the data stored in the basic response requirement data memory unit 200, determines which administrative service should be provided to the user, and provides the user with the information (310). That is, the administrative service guidance module 300 performs morpheme analysis on the basic response requirement data in the basic response requirement data memory unit 200, and determines the administrative service (notification of moving in, application for nursing care certification) corresponding to the user's request (procedures for moving, procedure for nursing care) based on the combination of morphemes and administrative services, for example, (procedures for moving)-(notification of moving in), (procedures for nursing care)-(application for nursing care certification).

[0028] The administrative service information module 300 may use the analysis results of the trend analysis module 302. The trend analysis module 302 analyzes observation data such as the user's facial expressions and behavior recorded in the external factor data storage unit 203, and determines the user's psychological transformation (such as the level of anxiety). A module is a function achieved by the control unit 100 executing a program, and may be expressed in other terms such as a means or a unit.

[0029] The related service information module 304 performs morpheme analysis based on the related response data stored in the related response requirement data storage unit 201, the user's tendency analyzed by the tendency analysis module 302, and the administrative service determined by the administrative service information module 300, and refers to the service storage unit 202 to determine the related service to be introduced to the user from the combination of morphemes and related services, and introduces it to the user (312). For example, based on the combination (moving)-(low anxiety)-(notification of moving in)-(local restaurant that offers special benefits to new residents), the related service information module 304 introduces a private service (local restaurant that offers special benefits to new residents) as a related service to a user who has received information about an administrative service, based on the combination (moving)-(low anxiety)-(notification of moving in)-(local restaurant that offers special benefits to new residents).

[0030] The administrative service information module 300 and the related service information module 304 each store their service information history in the service information history storage unit 204. Fig. 3 shows an example of a service information history management table in the service information history storage unit 204. The administrative service information module 300 and the related service information module 304 record necessary information in this table each time service information is provided.

[0031] In the proposed service field of the management table, (1) indicates the administrative service proposed to the user, and (2) indicates a related service. The marks O, X, and △ at the end of the service names indicate the user's evaluation of the proposed service. These evaluations may be entered by the user, or alternatively, may be entered by asking the user, such as the administrative service staff, about the evaluation. The same applies to behavioral changes.

[0032] The tendency analysis module 302 determines the psychological change of the user by analyzing the tendency of the user from, for example, changes in facial expressions and behavior in the image data of the user. The tendency analysis module 302 can obtain the behavioral change of the user from the behavior history of the user regarding the service for which the user has been informed. Based on one or both of the psychological change and the behavioral change, the administrative service information module 300 and the related service information module 304 can analyze the user tendency and determine or estimate a service appropriate for the user tendency. The behavioral change is whether or not the user has taken an action for the proposed service, and is useful for estimating the tendency of the user.

[0033] By performing machine learning on the management table of FIG. 3, the control unit 100 can create a machine learning model 400 that realizes the administrative service information module 300, trend analysis module 302, and related service information module 304 in the functional block diagram shown in FIG. 2.

[0034] The control unit 100 learns the combination of each piece of data belonging to the basic response requirement data, the data related to psychological changes, and the data related to behavioral changes with the administrative services introduced to the user, and learns the weight of each piece of data.

[0035] Furthermore, the control unit 100 learns combinations of each data belonging to the related response requirement data, data related to psychological changes, data related to behavioral changes, data on administrative services introduced to the user, and related services introduced to the user, and learns the weight of each data.

[0036] When the control unit 100 receives a request for guidance of an administrative service from the terminal device 21 or 22, the control unit 100 creates a ranking of the total weights of multiple administrative services that may be guided to the user based on the weights of each of the multiple data used for the administrative service guidance based on the learning model 400, and lists administrative services that are at or above a predetermined rank. The control unit 100 transmits the administrative service with the highest rank among the multiple listed administrative services to the terminal device and guides it to the user. The control unit 100 may guide multiple administrative services that are at or above a predetermined rank. Instead of introducing the first-ranked administrative service, the control unit 100 may introduce the second-ranked or lower administrative services.

[0037] When the control unit 100 determines the administrative service to be introduced to the user, the control unit 100 obtains a ranking of the total value of the weights of the multiple related services that may be introduced to the user based on the learning model 400, based on the weights of the multiple data used for related service introduction, and based on the weights of the introduced administrative services, and lists related services with a predetermined rank or higher. The control unit 100 transmits the related service with the highest rank among the listed multiple related services to the terminal device and introduces it to the user. The control unit 100 may introduce multiple related services with a predetermined rank or higher. The control unit 100 may introduce the second related service or lower instead of the first related service. The control unit 100 may introduce a predetermined related service according to the user's preference from the multiple listed related services.

[0038] By using the machine learning model 400 to introduce administrative services and related services, the computer system 10 can introduce administrative services and related services to a user who requests an administrative service based on the evaluation results of services introduced to similar users and behavioral changes toward the services. As a result, the computer system 10 can introduce administrative services and related services that are more likely to satisfy a user who requests an administrative service.

[0039] In the computer system 10 for administrative services according to the embodiment described above, a processor includes a control unit 100 that executes data processing for introducing administrative services to users based on requests from users seeking administrative support, and the control unit 100 introduces related services to users based on the user's tendency to receive information about administrative services (302) (312). Therefore, according to the computer system 10, the user's needs for related services can be predicted based on the user's tendency to receive information about administrative services, and therefore an administrative system that can introduce appropriate comprehensive services to users can be realized.

[0040] The computer system 10 includes an input / output unit 111 for inputting data related to a user into a processor, a first storage unit 200 for storing first data suitable for informing the user of the administrative service desired by the user based on the input data, and a second storage unit 201 for storing second data suitable for informing the user of related services based on the input data, and the control unit 100 includes an administrative service information module 300 for determining the administrative service to be provided to the user based on the first data, a tendency analysis module 302 for analyzing the tendency of the user, and a related service information module 304 for determining related services based on the second data, the analyzed tendency of the user, and the administrative service provided to the user. Therefore, according to the computer system 10, the user's needs for related services can be predicted based on the tendency of the user to receive information on administrative services, and therefore, an administrative system capable of providing the user with an appropriate comprehensive service can be realized.

[0041] In the above-described embodiment, the related services have been described mainly as private services, but the related services may be additional administrative services related to the administrative services guided by the administrative service guide module 300. For example, when the administrative service guided by the administrative service guide module 300 is an application for nursing care certification, the related service guide module 304 can guide the application for special benefits according to the level of nursing care. Although the present invention has been described above using the embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments. It is clear to those skilled in the art that various modifications or improvements can be made to the above embodiments. In addition, it is clear from the description of the claims that forms with such modifications or improvements can also be included in the technical scope of the present invention. [Explanation of symbols]

[0042] Terminal device: 20, control unit: 100, input / output unit: 111, storage unit: 112

Claims

1. A computer system for administrative services, comprising: The processor includes a control unit that executes data processing to guide a user to administrative services based on a request from the user for administrative support; The control unit introduces related services to the user based on the user's tendency to receive information about the administrative service. Computer system.

2. an input unit for inputting data related to the user into a processor; a first storage unit that stores first data suitable for informing the user of an administrative service desired by the user based on input data; a second storage unit configured to store second data suitable for providing the user with the related service based on the input data; Equipped with The control unit is an administrative service guidance module that determines an administrative service to be provided to the user based on the first data; A trend analysis module for analyzing the user's trends; a related service guide module that determines the related service based on the second data, the analyzed tendencies of the user, and the administrative service guided to the user; The computer system of claim 1 .

3. The analyzed tendencies of the user include psychological changes of the user.

2. The computer system of claim 1.

4. The analyzed user trends include behavioral changes of the user.

2. The computer system of claim 1.

5. The related services complement the administrative services according to the tendencies of the users.

2. The computer system of claim 1.

6. A data processing method for administrative services, comprising: The processor: Carry out data processing to guide users to government services based on their requests for government support; Providing related services to users based on the user's tendency to receive information about said administrative services; Data processing methods.

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