■ Introduction: A Groundbreaking Translation Service

In June 2026, Kanazawa City in Ishikawa Prefecture announced the introduction of “KOTOBAL,” a multilingual translation service, at the insurance and pension division counter of city hall. Developed by Konica Minolta, this AI-powered system can instantly translate up to 33 languages and display conversations in real-time on a transparent screen, enabling smooth face-to-face communication.

In recent years, Kanazawa has seen an increasing number of residents from Southeast Asian countries such as Nepal and the Philippines. The city aims to improve the efficiency of counter services through this translation tool. Staff members who participated in training sessions commented that “the real-time translation with no time lag allows for smooth and well-paced explanations.” An American Coordinator for International Relations also praised the system, saying, “I believe we can communicate anything about insurance or pension issues.”

As an administrative scrivener specializing in immigration and visa applications, I welcome such technological innovations with great expectations. These tools significantly lower the psychological barriers that frontline staff members face when dealing with foreign residents.

However, there is a critical issue we must address: “being able to communicate in someone’s language” and “ensuring they truly understand the content” are two entirely different matters.

■ The Wall of “System Understanding” That Translation Alone Cannot Solve

Japan’s administrative systems and social structures are extremely complex and multi-layered. Take the tax system, for example. It is broadly divided into three layers: municipal taxes, prefectural taxes, and national taxes, each with different purposes and uses.

The social security system is even more complicated:

  • Social insurance (employees’ pension, health insurance, employment insurance, workers’ compensation insurance)
  • National pension
  • National health insurance

These systems differ in eligibility requirements, premium calculation methods, benefit details, and administrative offices. Employees of companies are covered by social insurance, while self-employed individuals or those without employment are covered by the national pension and national health insurance. How many Japanese citizens can accurately explain these differences?

The reality is that even native Japanese speakers do not fully understand these systems. When looking at their pay stubs, few people can explain in detail why certain amounts are deducted or what each deduction means.

What happens when we simply translate such complex systems into a foreign language?

Certainly, foreign residents can understand “the meaning of words.” They may recognize terms like “National Health Insurance” or “Resident Tax” and grasp what they refer to linguistically.

However, this is not sufficient:

  • Which system should I enroll in?
  • How much are the premiums, and when should I pay them?
  • What happens if I don’t pay?
  • What services can I access through this system?
  • How does this differ from the system in my home country?

Unless we can answer these “specific questions directly related to daily life,” true understanding cannot be achieved. Words may be understood, but action cannot be taken.

■ The Same Challenge Faced by Corporate HR Personnel

Business owners and HR personnel managing foreign employees likely face the exact same challenges on a daily basis.

Imagine the situation when you hand a foreign employee their pay stub and try to explain various deductions:

  • Employees’ pension insurance premium
  • Health insurance premium
  • Employment insurance premium
  • Income tax
  • Resident tax

Even after explaining each item one by one, can you be confident that they truly understand?

When an employee responds with “I understand,” is that genuine comprehension, or merely a polite acknowledgment? This distinction is extremely difficult to discern.

The issue becomes even more complex when it involves visa status:

  • Is a visa status change required when changing jobs?
  • Is side employment allowed under their current visa status?
  • What procedures are necessary to bring family members to Japan?
  • When should visa renewal be completed?

Unfortunately, not many HR personnel can answer these questions immediately. Even if foreign employees have some Japanese language ability, fully understanding legal and administrative terminology is extremely difficult.

As a result, important procedures may be delayed, or individuals may unknowingly violate legal requirements.

■ The Pitfall of “Language Communication = Peace of Mind”

Translation services like those introduced in Kanazawa are undoubtedly excellent tools. They significantly reduce the psychological burden on counter staff when dealing with foreign residents and facilitate basic communication.

However, there is a major pitfall here. The sense of security from “being able to communicate” may paradoxically result in insufficient explanations.

With translation tools available, staff members feel they have “conveyed” information. Foreign residents feel they have “heard” it. But whether they have truly “understood” is an entirely separate matter.

From my experience as an administrative scrivener working with numerous foreign residents, I can say that the following points are most critical:

1. Explain the “Why” Behind Systems
Not just “Please submit this document,” but “Why is this document necessary?” and “What is the purpose of this system?”

2. Provide Concrete Examples
Rather than abstract explanations, tailor the information to individual cases: “In your specific situation, this is what will happen.”

3. Use Visual Materials
Beyond text, utilize diagrams, flowcharts, and illustrations to support visual understanding.

4. Confirm Understanding
Instead of simply asking “Do you understand?”, request “Can you explain in your own words what I just explained?”

5. Clarify Next Steps
Specify concrete actions: “What should you do next?”

These elements cannot be solved by translation technology alone. Careful human communication and explanation tailored to the individual’s level of understanding are essential.

■ This Approach Is Equally Important for Japanese Citizens

Interestingly, this attitude of “explaining carefully” is equally important when serving Japanese citizens.

The assumption that “Japanese language ability = understanding” exists not only in dealing with foreign residents but also in providing administrative services to Japanese nationals.

In reality, only a minority of Japanese citizens fully understand taxation, social insurance, and various application procedures. Most people process these matters “somehow” or “as they’re told.”

If municipalities and companies can cultivate a culture of “explaining carefully to everyone until they understand,” triggered by improvements in serving foreign residents, it will greatly benefit all residents and employees.

In other words, improving services for foreign residents is actually an excellent opportunity to enhance overall communication quality within organizations.

■ What I Prioritize as an Administrative Scrivener

In my work supporting visa applications and foreign employment, I consistently prioritize the following:

Support for Understanding Systems, Not Just Document Preparation
Rather than simply saying “Please fill out this form,” I explain from the ground up: “This visa status is designed for this purpose, and in your case, you must meet these conditions.”

Use of Visual Materials
I employ flowcharts, diagrams, and timelines to make complex processes visually understandable.

Provision of Explanatory Materials for Companies
I create materials that HR personnel can use when explaining to foreign employees, supporting information sharing within companies.

Explanation of “Why”
By explaining the reasoning behind laws and regulations and why certain rules exist, I enable clients to make informed judgments.

Confirmation of Understanding
Rather than one-way explanations, I encourage questions and confirm understanding as we proceed.

These processes take time. Simply preparing and submitting documents would be much faster. However, I believe that true support means enabling clients to make their own judgments and take action independently.

■ Toward a Truly Multicultural Society

The introduction of multilingual translation services in Kanazawa is an important first step. Using technology to lower language barriers is undoubtedly meaningful.

However, we must not stop there. The next step is achieving “understanding beyond language.”

To accomplish this, we need:

  • Use translation tools as a “means” while enhancing substantive system explanations
  • Train staff and personnel not just to “communicate” but to “ensure understanding”
  • Develop visual materials and multilingual illustrated manuals
  • Actively collect feedback from foreign residents and use it for improvement
  • Establish a coordinated information provision system between companies and government

When such initiatives spread nationwide, foreign residents in Japan will truly participate in Japanese society and live with peace of mind.

And this will also lead to a society where Japanese citizens receive clearer and more considerate administrative services.

■ Conclusion: Aiming for “Understanding” Beyond Words

As seen in Kanazawa’s initiative, Japanese municipalities and companies are steadily advancing in their responses to foreign residents. Technological progress is making previously impossible communication achievable.

However, the goal we should aim for is not merely “communicating in someone’s language,” but rather “understanding systems and being able to act independently.”

Translation technology is a powerful tool, but it is a means, not an end. What is truly needed is human communication that goes beyond language—communication that empathizes with the other person’s level of understanding, explains carefully, confirms comprehension, and provides support.

Regarding the complex systems related to visa applications, visa renewals, and foreign employment, our mission as administrative scriveners is to provide support that goes beyond mere document preparation—to explain until true understanding is achieved.

If you have any concerns about visa status, foreign employment, or multicultural coexistence, please feel free to contact us. We will carefully support you not only with language, but until you fully understand the systems themselves.

Reference Article:
“AI Translation Service for Up to 33 Languages to Be Introduced at Kanazawa City Hall Counters Frequented by Foreign Residents from June” – Ishikawa TV
https://news.yahoo.co.jp/articles/67cd1fe9bd8588b39e036539cdcd3051156a2655

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