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ICT Award - Best Public Service Application Grand Award
Efficiency Unit, Chief Secretary for Administration's Office, HKSAR Government Complaints Intelligence System

Speedy Complaint Handling by Pinpointing Key Issues for Efficient Follow-ups

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The system uses text mining technology to conduct efficient and in-depth analysis from the complaint messages collected daily
Among the 2.75 million calls and emails that the 1823 Call Centre (the Centre) of the Efficiency Unit, Chief Secretary for Administration's Office, HKSAR Government receives, around 0.3 millions are related to complaints. In view of this, the Centre has designed a Complaints Intelligent System that uses text mining technology to analyze complaint messages collected daily. This system not only handles and follow-up cases efficiently, and is awarded with ICT Awards 2009 - Best Public Service Application Grand Award.

The Call Centre offers one-stop service to handle service enquiries from the citizens related to 21 participated department around the clock, and process complaints from the citizens about government decision-making bodies or departments. The Centre acts as a single point of contact to answer enquiries and receive complaints from the citizens, so that the citizens have a quick and one-stop access to government services and information.

When handling complaints, the relevant decision-making bodies or departments would follow-up the cases, and the Centre would act as the bridge of communication between the department and the citizen. It would also record the details of complaints and track the case, so as to ensure inter-departmental complaints got handled appropriately.

Generating Statistical Analysis for Discovering Hidden Issues

Since March 2009, the Complaints Intelligent System uses text mining technology to conduct efficient and in-depth analysis from the complaint messages collected daily.  Apart from statistics, the system also allows users to extract consolidated information of subject matters (such as water-dripping) and events occurred in certain locations.

In fact, from the thousands of unstructured incoming complaint messages, the system is smart enough to extract the meaningful statistics and grouping for the Unit to discover more hidden social issues and form a basis for better resources allocation.

When finding more complaints on dead birds in Disneyland, the Centre would co-operate with the appropriate department and Disneyland for arranging some preventive actions. When finding several complaints pointing to the same issue, the Unit would work with the appropriate department to arrange a job to fix all complaints at one time.  Without the intelligence system at the back, the hidden information cannot be located and presented easily.

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