Request for Information under the Code on Access to Information regarding 1823 System AI Upgrades
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
We acknowledge receipt of your e-mail. Thank you. (The above is generated
by an auto-reply program.) Best Regards, Digital Policy Office 本辦公室已
接獲您的電郵，內容備悉。 (以上為電腦自動發出的訊息。) 數字政策辦公室
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: 3-9799805597)
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