Service Performance
1823 Performance
Utilisation of Online FAQs and Handling of Voice/ Written Contacts
| January - November 2025 | |
|---|---|
| Utilisation of Online FAQs (Note) | 3 570 470 |
| No. of Voice Contacts | 2 293 236 |
| No. of Written Contacts | 969 499 |
| Average Call Handling Time | 452 seconds |
| Calls Answered within 12 Seconds (Target>=80%, Planning Target) | 80% |
| Call Abandoned Rate (Target<10%) | 7% |
| 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 - November 2025 | |
|---|---|
| No. of Enquiry Cases | 1 685 750 |
| First Call Resolution of Enquiry (Target>=95%) | 99% |
Service Request / Complaint Handling
| January - November 2025 | |
|---|---|
| No. of Service Request / Complaint Cases | 678 011 |
| % Cases Assigned within 3 Hours (Target>70%) | 97% |
| % Cases Involved more than One Department | 3% |
The 1823 service requests and performance data have been uploaded to data.gov.hk, please click herefor details.
Last Revision Date: 10 Dec 2025