Dear Innovation, Technology and Industry Bureau Digital Policy Office,

I am writing to request information under the Code on Access to Information regarding the recent technological upgrade of the 1823 contact centre and complaint handling platform.

1. In light of the Digital Policy Office's recent rollout of Al-driven enhancements for 1823, what specific technological or architectural differences exist between the legacy 1823 workflow system and the newly upgraded infrastructure?

2. What metrics or forecast plans are in place to measure the performance improvements (e.g., reduction in case processing time or handling of cross-departmental disputes) following these tech upgrades?

Yours faithfully,
Mandy