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