There have been a number of complaints surrounding the My Number system launched by the government. Lately, most of them focus on the national health insurance certificate which have been paper based until this year, but will begin using the My Number card only. As I see it, there are a few complex legal, bureacratic and technological issues surrounding the confusion.
First, the personal ID and the My Number card, and the personal digital signature based thereon are governed by two different statues. The personal ID is based on the residents identification system and is generated from the number assigned to residents under the personal ID legislation. Use of the ID for digital signature, however, is provided for in a separate statute, as the former legislation emphasizes privacy protection by the Japan Personal Information Protection Commission, whereas the latter does not. On top of this statutory interaction, the government created a new “Digital Agency” who will supervise relevant portions of the two statutes. As one would imagine, creating a new agency (with a cabinet level head) typically leads to more complexities as opposed to less. When the agency set up a “Mai-na Portal” to support applications and receipt of personal ID cards, confusion ensued, unfortunately.
It is not the Digital Agency per se who receives applications and issues personal ID cards; local government offices do. But, instead of visiting the local government office and complete the application process, residents were encouraged to access the Portal whcih initially handled only iOS, but not Android.
As the initial poor site design was being fixed, the biggest confusion dropped. It was the task of replacing the personal ID card with traditional paper health insurance certificates, which are governed by the national health insurance statutes. Instead of charging the natioal health agencies and insurers to enable the link of the personal ID card to the national health insurance systems, the government decided that the Digital Agency, and its portal, would be in charge. It didn’t work, however, as it was extremely difficult for the aging Japanese populatoin to figure out where to begin the process and how. As the Digital Agency is accessible only virtually, with very unhelpful Q&As, most seniors were confused and gave up.
It was impossible for the Digital Agency, who is neither involved in the task of handling applications, nor has any expertise in complex national health insurances systems and practices, to create an efficient and workable flow chart for tens of millions of people.