Service Performance
1823 Performance
Utilisation of Online FAQs and Handling of Voice/ Written Contacts
January - February 2024 | |
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Utilisation of Online FAQs (Note) | 634 775 |
No. of Voice Contacts | 357 493 |
No. of Written Contacts | 126 670 |
Average Call Handling Time | 428 seconds |
Calls Answered within 12 Seconds (Target>=80%, Planning Target) | 79% |
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 - February 2024 | |
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No. of Enquiry Cases | 264 473 |
First Call Resolution of Enquiry (Target>=95%) | 99% |
Complaint Handling
January - February 2024 | |
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No. of Complaint Cases (Note) | 95 432 |
% Complaints Assigned within 3 Hours (Target>70%) | 97% |
% Complaints Involved more than One Department | 3% |
Note: Including cases related to the request for government services.
The data of 1823 Service Requrests and Performance is now available in Data.gov.hk. Please click herefor details.
Last update: 12 Mar 2024