Source: Hong Kong Government special administrative region
Following is a question by the Hon Joephy Chan and a reply by the Secretary for Innovation, Technology and Industry, Professor Sun Dong, in the Legislative Council today (June 11):
Question:
Reply:
President,
My consolidated reply to the question raised by the Hon Joephy Chan is as follows:
Operated by the Digital Policy Office, the 1823 one-stop platform provides 24-hour cross-departmental customer service to help answer public enquiries about the services of 23 government bureaux/departments (B/Ds), and receive complaints and service requests for all B/Ds. In addition to telephone hotline, citizens can now use 1823 service through channels such as mobile app, website, email and e-form. In 2024, the total usage volume of 1823 reached 7.55 million.
Generally speaking, upon receipt of public enquiries or complaints from various channels, 1823 will classify them into two broad types for processing. For public enquiries concerning participating B/Ds, 1823 will answer them directly; for complaints regarding government services, 1823 will refer them to the relevant B/Ds for relevant follow-up.
Currently, 1823 has widely adopted artificial intelligence (AI) and other innovative technologies in various service areas to make its work process more automated and smart. These measures include:
The effectiveness of technological applications in enhancing 1823 service performance is also reflected in our customer satisfaction survey. On a five-point scale, the 1823’s overall customer satisfaction score in 2024 was 4.60, up from 4.56 in 2023 and 4.52 in 2022.
The enhancement of 1823 service will continue. We will further strengthen the 1823 mechanisms for case classification, triage and referral, focusing on operational data analysis and case handling process. In addition, we will further expand the use or trial of AI in different service areas and interfaces. For example, we will use AI to capture case information from emails for inputting to the case management system; provide digital self-service for case progress tracking; and enhance the question-answering capabilities of chatbot, etc, to improve operational efficiency and user experience.