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Service Performance

1823 Performance

 

Utilisation of Online FAQs and Handling of Voice/ Written Contacts

 January - April 2025
Utilisation of Online FAQs (Note)1 217 870
No. of Voice Contacts734 482
No. of Written Contacts307 281
Average Call Handling Time433 seconds
Calls Answered within 12 Seconds (Target>=80%, Planning Target)81%
Call Abandoned Rate (Target<10%)6%
Customer Satisfaction (5-points 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 - April 2025
No. of Enquiry Cases592 752
First Call Resolution of Enquiry (Target>=95%)99%

 

Service Request / Complaint Handling

 January - April 2025
No. of Service Request / Complaint Cases195 217
% 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 May 2025