神戸市灘区市民課におけるフィールドワークの報告

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  • Reporting Results of Anthropological Fieldwork in the Citizens Division, Nada Ward, Kobe City in 2022
  • コウベシナダク シミンカ ニ オケル フィールドワーク ノ ホウコク

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This paper examines some features of the Nada ward office (Nada Kuyakusho) as one of the administrative organisations of the Kobe city office (Kobe Shiyakusyo). It explores tips for improving their services based on qualitative data from anthropological fieldwork. It doesn't mean, however, that it will suggest clear resolutions for the technical and administrative reformation because of the nature of anthropological research. It has found several points: 1.　The complexity of guiding visiting users around the office can cause problems for both offices and customers. 2.　Some users may need help accessing the ward office because of movement lanes from the nearest station and bus stop. 3.　Some phrases are characteristic of administrative work and can cause communication problems between officers and users. Officers try to rephrase these expressions, which seems successful. 4.　Some administrative reforms, such as the general counter, sometimes lead to long waiting times. However, officers show their flexibility to reduce the waiting time of users. 5.　Outsourcing non-core work is the recent trend in administrative reformations. However, officers should experience both core and non-core works because these works are done complementary. In summary, administrative officers often follow the modern "Customer Service" type. Civilian users often expect communication based on "face-to-face relations", which are characteristic of an "Authentic Society", according to Levi-Strauss. Although bureaucratic and modern social structures are sometimes called "iron cages", ironically, it is necessary to complement "face-to-face relations" in the administrative work sites. In conclusion, it suggests that Francis B. Nyamhjoh's work can be helpful. He tries to reconcile community logic, capitalism, and rationalisations, characteristic of modernisation

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