1823 Service Requests and Performance Data

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1823 of the Efficiency Office provides a round-the-clock one-stop service to answer enquiries for 23 departments and to receive complaints about any area of Government services. Data related to the business volume and performance of the operation will be provided e.g. voice and written contacts received by 1823 through various channels, abandoned calls, calls answered within 12 seconds, average call handling time and 1823 FAQ webpage traffic, enquiry cases, complaint / service request cases, suggestions and compliments received by 1823 through various channels, first time resolution of enquiry cases, cases involving more than 1 department, and case assigned to action departments within 3 hours.

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