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Service Performance

1823 Performance


Utilisation of Online FAQs and Handling of Voice/ Written Contacts

 January - March 2024
Utilisation of Online FAQs (Note)996 980
No. of Voice Contacts564 438
No. of Written Contacts192 249
Average Call Handling Time423 seconds
Calls Answered within 12 Seconds (Target>=80%, Planning Target)80%
Call Abandoned Rate (Target<10%)5%
Customer Satisfaction (5-points scale) (Target>=4.0)4.61

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 - March 2024
No. of Enquiry Cases405 254
First Call Resolution of Enquiry (Target>=95%)99%


Complaint Handling

 January - March 2024
No. of Complaint Cases (Note)142 788
% Complaints Assigned within 3 Hours (Target>70%)97%
% Complaints Involved more than One Department3%

Note: Including cases related to the request for government services.



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

Last update: 11 Apr 2024