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The Government of the Hong Kong Special Administrative Region has launched a one-stop service to provide 24-hour access for members of the public to enquire or complain about the services of participating departments.

Known as "1823 Citizen's Easy Link", the multi-channel enquiry service provides a convenient, reliable and efficient access to information. People can make their enquiries and complaints via telephone, letter, fax or email.

The integrated call centre of "1823 Citizen's Easy Link" uses advanced telephony and information technology to support well trained agents in dealing with callers' enquiries and complaints. The agents can provide immediate responses to most enquiries and, where necessary, also obtain further responses from appropriate participating departments.

Initially, the service covers six departments - Buildings Department, Electrical and Mechanical Services Department, Environmental Protection Department, Food and Environmental Hygiene Department, Highways Department and Transport Department. More departments will join the service in the coming year.

As more and more Government departments set up their individual telephone enquiry service, the number of 'hotlines' and 'enquiry numbers' reached more than a thousand, defeating the original idea of 'hotline'. Accessibility difficulties and misdirected calls have also become common complaints against the Government enquiry service.

The integrated call centre project steered by the Efficiency Unit under the Chief Secretary for Administration's Office is aimed to minimise these problems and demonstrate the Government's continuous efforts to better serve the community.

In April 2000, the Finance Committee of the Legislative Council approved funding for the establishment of a cross-departmental integrated call centre to provide a one-stop service to handle all telephone enquiries and complaints regarding a wide range of subject matters that were being handled by a number of departments.

In November 2000, the Government let a contract with the private sector for the supply of systems and services and the consultants, together with the Government's own staff, have established this first integrated call centre. Its successful implementation will pave the way for further development of the service.

Members of the public may obtain the one-stop enquiry service by calling 1823, or the existing enquiry numbers of the participating departments.

Alternatively, they may make their enquiries or complaints by post to 1823 Citizen's Easy Link, P. O. Box No. 1823, Tsuen Wan Post Office, by fax 2760 1823 or via email tellme@1823.gov.hk.

End/Friday, December 28, 2001

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