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Proposal for Realization and Improvement of DX in Municipal Services Based on Digital Business Models

Information technology and its development have significantly changed the structure of society, and it has become indispensable for business. Companies are required to adapt to this change and create new value by making full use of data and information technology. To achieve the purpose, a business model needs to be established to identify issues in their operations and improve them in real time by utilizing the data in the company. In 2017, the first framework to leverage customer data by analysis, visualization, and utilization in business processes was proposed. Compared to most existing business models that only show the relationship between products, services, customers, revenue, etc., and business, this framework is innovative as it incorporates new data flows into the model. This step is necessary to evolve the decision making process from human-based to data-driven approach. Existing researches conducted case studies targeting IT-related companies, such as Netflix. However, this digital business model has the potential to be applied to a wide range of business fields. In this paper, we analyze the applicability, extensibility, and challenges of the framework through case studies from other business fields where physical and software components are deeply intertwined. In addition, the extensibility of the framework to public services will be explained.