Introduction

The Tokyo Metropolitan Government (TMG) is promoting the digitalization of administrative procedures and raising the quality of services to enhance convenience for residents and businesses, as well as to improve administrative efficiency.
In 2021, the TMG enacted the “Tokyo Metropolitan Government Ordinance on Digital First Initiatives”  which establishes digital procedures as the default for administrative processes. As of the end of June 2025, 85% of administrative procedures managed by the TMG have been digitalized.

Challenges

The TMG aims to fully digitalize all procedures it handles by the end of FY2026. While administrative digitalization is progressing, as of November 2023, only around 60% of Tokyo residents felt that  procedures and services had become more convenient. This highlights the need not only to raise the digitalization rate, but also to focus on delivering a truly convenient experience for residents through digitalization ensure that residents truly experience it as more convenient.

Key Initiatives

Toward 100% Digitalization of Administrative Procedures

To achieve full digitalization, the Bureau of Digital Services has formed specialized teams that are conducting detailed reviews of each remaining procedure. These teams work closely with relevant departments to understand the specific circumstances of each procedure and advance its digitalization. In cases where digitalization is challenging due to national laws and regulations, the TMG is engaging in coordination and advocacy with the national government and other stakeholders to enable digital implementation.

Improving QoS（Quality of Service） Based on Standards

To improve user convenience, the TMG has established quality standards based on three principles: faster, simpler, and more user-friendly. These standards cover aspects such as processing time, required documents, smartphone accessibility, and easy-to-follow application forms. The TMG is visualizing the quality of services of high-volume procedures with over 10,000 applications annually. Rather than simply digitizing existing workflows, the TMG is undertaking thorough business process reengineering (BPR) by visualizing the entire process—from application to review to notification. Additionally, user reviews are being introduced for each procedure to further enhance service quality.

The TMG will continue to deepen and expand its efforts from the residents’ perspective, aiming to deliver administrative procedures and services that truly reflect the convenience of digitalization.