Request for Information under the Code on Access to Information regarding 1823 System Infrastructure
Dear Innovation, Technology and Industry Bureau Digital Policy Office,
I am writing to request information under the Code on Access to Information regarding the operational mechanics and data governance of the 1823 contact centre and complaint handling platform.
1. What software platforms, database formats, or content management systems (e.g. Microsoft Word) are currently utilized by 1823 to maintain and update its internal knowledge base?
2. Regarding the management of complex, multi-agency complaints (particularly those involving district governance or shared departmental jurisdictions), how does the knowledge sharing mechanism operate between 1823 and departments with high case volumes? Please provide specific examples with the Food and Environmental Hygiene Department or the Lands Department.
3. If external service providers or consultants were engaged for the development of these Al features, data dashboards, or system overhauls, could you provide details or reference numbers of the relevant public tender documents/contracts associated with these upgrades?
Yours faithfully,
Mandy Fong
We acknowledge receipt of your e-mail. Thank you. (The above is generated
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23/10/2026
Dear Sir/Madam,
I refer to your email dated 16 October 2026 to the Digital Policy Office, requesting information on 1823 under The Code on Access to Information.
1823 is currently following up on the case and will provide a substantive reply as soon as possible.
Best regards,
Kayu Ho
Assistant Manager
1823
(Case Ref: 3-9799805452)
Case Status Enquiry: www.1823.gov.hk/portal/en/login
Contact Us: www.1823.gov.hk/en/about-us/contact-us
Service Disclaimer: www.1823.gov.hk/en/di.shtm
04/11/2026
Dear Sir/Madam,
I refer to your email dated 16 October 2026 to the Digital Policy Office, requesting information on 1823 under The Code on Access to Information. Our response is as follows:
Currently, a Siebel Customer Relationship Management (CRM) Platform provides customised features and user interface for 1823 staff to view and maintain Knowledge Base documents in multi-media formats, including Microsoft Word and photos.
All government departments follow the complaint handling guidelines set out in the General Circular No. 7/2024, issued by Director of Administration. 1823 maintains a comprehensive knowledgebase and referral guidelines based on inputs from departments and past experience to identify the appropriate department(s) for follow-up. This referral mechanism is equally applicable to complaints involving different types of issues, multiple departments or high case volumes. For example, complaints about street cleaning or water dripping nuisances may be referred to the Food and Environmental Hygiene Department, while reports of unauthorised occupation of government land may be referred to the Lands Department.
1823 engaged the HKT Teleservices International Limited to provide support and maintenance services for 1823 core systems, including the above-mentioned Siebel CRM platform, through tender (Tender Reference Number 01-EFFO-2023).
Best regards,
Kayu Ho
Assistant Manager
1823
(Case Ref: 3-9799805452)
Case Status Enquiry: www.1823.gov.hk/portal/en/login
Contact Us: www.1823.gov.hk/en/about-us/contact-us
Service Disclaimer: www.1823.gov.hk/en/di.shtm