Dear Innovation, Technology and Industry Bureau Digital Policy Office,

I am writing under the Code on Access to Information about the expansion of artificial intelligence in the 1823 service. On 7 March 2024 the Office of The Ombudsman recommended that the application of artificial intelligence on enquiry handling be expanded, and on 27 August 2026 the Digital Policy Office announced four AI projects that are expected to launch this year. I would like the following records.

1. Please provide the document that sets out the plan to expand the use of artificial intelligence in 1823 enquiry handling, showing the call types, enquiry topics or processes covered, the schedule and the priority order.

2. Please provide the project definition or project plan for each of the four AI projects announced on 27 August 2026 — the Call Assistant, the Email Extraction, the Prioritisation of Departments' Replies and the Dashboard — showing the key performance indicator set for each project.

3. Please state whether any of those key performance indicators is a resolution rate or a time-to-resolve for the complainant, and if so, which project it belongs to.

Scope limiter: if the plan is not yet finalised, please provide the most recent version held, together with its date. 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