Just used one of the new tax/etc payment ATMs at a large Japanese bank which wants to eliminate 5 minutes of human effort per payment and, while it probably should have been a web app, extraordinarily better execution than one would have seen 15 years ago.
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They’re huge bespoke monsters with integrated scanners, document collection (for the notice from the tax agency), passbook and card readers, etc. Must cost 6 figures USD each. But 10 year useful life, so...
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UX: Feed in your letter from tax agency, it scans it and displays scan for your confirmation, asks you to manually key in amount, input phone number if follow up needed, put in ATM card and PIN to authorize withdraw, prints very nice receipt (including scan; bank keeps original).
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I will bet you any amount of money that the backend for this is a floor full of bank employees in someplace not too dissimilar to Gifu. Much more efficient to have 100 at 100% utilization in a cheap town than 5,000 at 2% utilization in every town in Japan.
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Yeah, but the hard bits are convincing the NTA to allow you to turn in electronic data with a tax settlement (the bank lobbied them for years; made the press), not disrupt existing workflows nationwide, and get distribution to 10M+ bank customers. Tech is boring.
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