1823 Service Requests and Performance Data

1823 of the Efficiency Office provides a round-the-clock one-stop service to answer enquiries for 22 departments and to receive complaints about aby 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 ansered within 12 seconds, average call handling time and visitors to the FAQs issued by 1823, 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.