Dear Innovation, Technology and Industry Bureau Digital Policy Office,

I am writing under the Code on Access to Information about 1823, which handles over 7.5 million enquiries and complaints a year. On 7 March 2024 the Office of The Ombudsman recommended that 1823 monitor and review its upgraded telephone system to further enhance its call answering rate. I would like the following records and figures.

1. Please provide the document that defines 1823's call answering rate, showing which calls are counted in the numerator and in the denominator and whether calls abandoned in the queue are excluded.

2. Please provide the target set for the call answering rate, and 1823's actual call answering rate for each quarter of 2023-24, 2024-25 and 2025-26.

3. Please provide, for the same quarters, the number of calls abandoned while waiting and the average and 90th-percentile waiting time to reach a staff member.

Scope limiter: if the full period is unavailable, please provide the most recent available quarterly data. If you refuse any part of this request, please state the provision of the Code on Access to Information relied on.

Yours faithfully,
CHEN Zhengxian