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Service Performance

1823 Performance

 

Utilisation of Online FAQs and Handling of Voice/ Written Contacts

 January - July 2025
Utilisation of Online FAQs (Note)2 515 458
No. of Voice Contacts1 428 052
No. of Written Contacts585 816
Average Call Handling Time443 seconds
Calls Answered within 12 Seconds (Target>=80%, Planning Target)81%
Call Abandoned Rate (Target<10%)6%
Customer Satisfaction (5-point scale) (Target>=4.0)4.63

Note: It refers to the number of page views of frequently-asked-questions (FAQs) webpages of 1823 participating departments.  This website maintains the FAQs on the services provided by 23 participating departments of 1823 for self-service by the public.

 

Case Profile

Enquiry Handling

 January - July 2025
No. of Enquiry Cases1 096 627
First Call Resolution of Enquiry (Target>=95%)99%

 

Service Request / Complaint Handling

 January - July 2025
No. of Service Request / Complaint Cases389 365
% Cases Assigned within 3 Hours (Target>70%)97%
% Cases Involved more than One Department3%

 

The 1823 service requests and performance data have been uploaded to data.gov.hk, please click herefor details.

Last update: 8 Aug 2025